If you wish to make a complaint please check your policy for details of the person to contact. Alternatively contact your broker or if the complaint relates to a claim contact whoever has been handling your claim to inform them of your dissatisfaction.
What is a Complaint?
The Insurance Companies Control Service defines a complaint as:
A complaint or statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaint handling should be differentiated from claims handling, as well as from simple requests for execution of the contract, information or clarification.
How Lloyd's will handle your Complaint?
The Lloyd's managing agent or the party named in your policy that has been appointed to handle your complaint on their behalf will aim to provide you its decision, in writing, within 15 business days of receipt of the complaint. If this is not feasible you will be advised of the reason for the delay and be given a revised timescale for the final response, which will not exceed 30 business days from the end of the original 15 business day time limit.
If you remain dissatisfied once you have received the final response you may refer your complaint to the Financial Ombudsman. Their contact details are:
The Financial Ombudsman
Street Address: Lordou Vironos Avenue 13, 1096 Nicosia, Cyprus
Postal Address: PO Box 25735, 1311 Nicosia, Cyprus
Telephone: 00 357 2284 8900
Website of the Financial Ombudsman
The Financial Ombudsman will deal with complaints from consumers only
These complaint handling arrangements are without prejudice to your rights in law.