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Lloyd's Portugese 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?

Portuguese regulation defines a complaint as:
A statement of disagreement in connection with the position adopted by an insurer or of dissatisfaction in connection with the provision of services rendered by an insurer as well as allegations of potential breaches, whether submitted by policyholders, insureds, beneficiaries or third parties. Complaints do not include statements forming part of the contract negotiation process, requests for the execution of legal or contractual duties, communications during claims handling or requests for information or clarification.

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 20 days of receipt of the complaint.

If you remain dissatisfied once you have received the final response you may refer your complaint to Lloyd’s Independent Customers’ Ombudsman. The contact details are:

Mr Gonçalo Vareiro

PACC.V, Sociedade de Advogados RL
Rua Braamcamp, n.º 6, 1.º Esq.
1250-050 Lisbon

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

You can contact Lloyd's in the UK at :


Fidentia House
Walter Burke Way
Chatham Maritime

+44 (0)20 7327 5693