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Lloyd's Singaporean policyholders - How to Make a Complaint

Make a Complaint

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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
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

+44 (0)20 7327 5693 complaints@lloyds.com

Complaints@lloyds.com Complaint Form

When to expect a response

The Lloyd’s underwriter or their representative will aim to provide you with a response within 14 days of the complaint being received. If this is not possible, the Lloyd’s underwriter may ask for an extension of 2 weeks to continue their investigation and if you are happy with this there is nothing you need to do.

Lloyds Review

If you are not happy with the outcome of your complaint you can contact us to request an independent review.

If for any reason you don’t receive a decision from the Lloyd’s underwriter within 4 weeks, we will automatically escalate your complaint to our complaints team for an independent review. We will let you know if this happens and aim to provide you with the final response within the regulatory deadline. The deadline will be included in our acknowledgement.

Escalating your complaint

If you are unhappy with the outcome in the final response, you may be able to refer your complaint to the Financial Ombudsman Service. You will need to do this within 6 months of receiving the final response.

Find out more about this service

Contact details

FOS UK (Financial Ombudsman Service)

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

+44 20 7964 0500 (Calling from outside the UK) 0800 023 4567 (Calling inside the UK)