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Lloyd's Maltese Policyholders – How to make a Complaint.

Find out how to make a complaint and the complaint handling procedure.

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?

Lloyd’s defines a complaint as :

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 service or products, which comes under the jurisidiction of the Financial Ombudsman Service in the UK.

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 8 weeks of receipt of the complaint.

If you remain dissatisfied once you have received the final response you may refer your complaint to the Office of the Arbiter for Financial Services.  Their contact details are :

Office of the Arbiter for Financial Services (from Malta)

1st Floor
St Calcedonius Square
Floriana FRN 1530

Office of the Arbiter for Financial Services (from outside Malta)

1st Floor
St Calcedonius Square
Floriana FRN 1530

+356 212 49245

These complaint handling arrangements are without prejudice to your rights in law.

How to make a complaint

You can contact Lloyd’s in the UK at:


Fidentia House
Walter Burke Way
Chatham Maritime

+44 (0)20 7327 5693