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Lloyd's Policyholders from South Africa – How to make a Complaint

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

Make a Complaint

View all '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.

When to expect a response

The Lloyd’s underwriter or their representative will aim to provide you with a final response within 8 weeks of the complaint being received.

Escalating your complaint

If you are unhappy with the decision in the final response you may escalate your complaint to the Ombudsman for Short-Term Insurance (OSTI).

Find out more about this service

Contact details

The Ombudsman for Short-Term Insurance

PO BOX 32334

Braamfontein, 2017

+44 (011) 726-8900 info@osti.co.za