International policyholder complaints handling for managing agents and their representatives

Lloyd’s requirements for the handling of complaints from eligible complainants are set out in its ‘Code for Complaints Handling’. All managing agents are required to ensure that their processes and procedures are compliant with the Code.

Lloyd’s arrangements for international complaints are intended to allow for the oversight of complaints handling, consistent with the regulatory expectations of the UK Financial Conduct Authority (FCA), whilst allowing flexibility for managing agents in the way they handle complaints in accordance with local rules.

Notification

All non EEA (European Economic Area) complaints must be notified to Lloyd's complaints team via secure API message for managing agents in scope for DEX messaging or via email using the appropriate notification spreadsheet:

To assist managing agents and their representatives, Lloyd's has prepared complaint handling summaries for the territories listed below, all other territories should be handled in accordance with local requirements and these will be monitored by Lloyd's using a standard eight week timeframe.

Market Bulletins

Lloyd’s requirements for the handling of international policyholder complaints are set out within the Market Bulletins listed below. Managing agents underwriting relevant business must ensure that their processes and procedures are compliant with the requirements of these bulletins: