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Lloyd’s has set out the process to be followed for international (non-UK) complaints in Market Bulletin Y4961 – International Complaints Handling: Expansion of New Procedures. For Lithuanian complaints the process to be followed is modified in a number or respects as set out in Market Bulletin Y5091. These changes reflect local regulatory and legal requirements and market practice.

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.

Definition of a complaint

Lithuania has separate definitions of complaint for consumer business and non-consumer business.

A “consumer dispute” is defined as “a disagreement between a consumer and a seller or service provider regarding the fact and/or law issues arising out of the consumer contract”.

The complaint must be submitted in writing in order to qualify as a complaint.

A non-consumer complaint is defined as “a complainant’s written appeal submitted to a financial market participant stating violation of the rights or legitimate interests of a person related to the services provided by the financial market participant or contracts made, and requesting to satisfy the complainant’s complaint.

The complaint must be submitted in writing in order to qualify as a complaint.


Consumer complaints

A written response must be given to the complainant within 14 days of receiving the complaint. The response must be detailed and well-reasoned and documents that support the insurer’s decision must be attached.

Non-consumer complaints

When the complaint is received the insurer must inform the complainant of its complaint handling procedure. A written response must be given within 30 days of receipt of the complaint.

Additional information on what must be included in responses to complaints is available on Crystal.

External Dispute Resolution

When responding to a complaint, the complainant must be informed that if they remain dissatisfied they may be able to refer their complaint to the appropriate EDR service, for review. They should be provided with the full EDR contact details, which can be found in the Complaints Handling Summary.