Definition of a complaint
Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:
(1) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and (2) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service in the UK.
Definition of a complainant
There is no definition of complainant but only a consumer defined as “an individual or a legal entity that purchases products or uses services for purposes other than conducting business with such products or services” is eligible to refer a complaint to the local EDR service.
Application of Lloyd’s procedure and local complaint regulations
All insurance policies written on a freedom of services or establishment basis.
It is Lloyd’s understanding that there are no local complaints handling rules which apply to Lloyd’s. However, it remains the managing agent’s responsibility to ensure all local requirements are met, where applicable, in all territories in which they write business.
A final response to be provided within 8 weeks of receipt of the complaint
EDR scheme and eligibility
Czech National Bank
Consumer Protection Department
Na Príkope 862/28
115 03 Prague 1
Reg. No. 48136450
Tel.: +420 224 411 111
Fax: +420 224 412 404
Tel.: +420 800 160 170