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Lloyd's Policyholders from Hong Kong – How to make a Complaint

What is 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 (FOS) in the UK.


Who to contact

Detailed information on who to contact is provided in your policy wording, however if you are having difficulty finding this, please speak to the company you purchased the insurance from. If your complaint relates to a claim, speak with the claim handler so they can start to look into this for you.

Alternatively you can speak to us, our contact details are:

Complaints
Lloyd’s
Fidentia House
Walter Burke
Chatham Maritime
Chatham
Kent
ME4 4RN

Please note our telephone lines are open 9-5, excluding bank holidays and weekends.


When to expect a response

The Lloyd’s underwriter will aim to provide you with a response within 2 weeks of the complaint being received. If this is not possible, they may ask for a further 2 weeks to continue their investigation. If you’re to happy to wait, there is nothing you need to do.

Lloyd's Review

If you are not happy with the outcome of your complaint, you can escalate your complaint to us for the final response.

If you've not received a response from the underwriter by the end of week 4, we will escalate your complaint so that we can provide you with the final response.

We will aim to provide you with the final response within the regulatory deadline.


Escalating your complaint

If you are unhappy with the outcome in the final response, you may be able to refer your complaint to the Insurance Complaints Bureau (ICB). The ICB can investigate personal insurance disputes where the monetary value is up to HKD 1.2m.

Insurance Complaints Bureau
29/F Sunshine Plaza
353 Lockhart Road
Wanchai
Hong Kong

If you are not eligible to escalate your complaint to the Hong Kong ICB you may have the right to refer your complaint to the UK Financial Ombudsman Service. You will need to do this within 6 months of receiving the final response. 

Contact details

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR