1. Policyholders may complain to the Lloyd's Underwriters’ General Representative in New Zealand or directly to Lloyd’s:

a) Scott Galloway
Lloyd’s Underwriters’ General Representative in New Zealand
PO Box 5639,
Wellington 6145

Email: scott.galloway@hazelton.co.nz
Tel: 04 472 7582

b) Lloyd’s Market Services
Lloyd's
One Lime Street
London
EC3M 7HA

Email: complaints@lloyds.com
Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

2. Where Lloyd's Underwriters’ General Representative receives a complaint, this will be acknowledged within three working days of receipt.

3. Lloyd's Underwriters’ General Representative will forward details of the complaint to Lloyd’s.

4. Lloyd's Underwriters’ General Representative will assist with liaison with the policyholder and any relevant coverholder if required.

5. Upon receipt of the complaint, Lloyd’s will forward it (via the London broker) to the syndicate concerned. A response on behalf of the syndicate will be required to be sent to the policyholder via Lloyd’s within 14 days. Lloyd’s will also send an acknowledgement to the policyholder and advise them that their complaint has been sent to the syndicate concerned for response.

6. When Lloyd’s receives the syndicate’s response, Lloyd’s will forward this to the policyholder. Lloyd’s will also inform the policyholder of the steps Lloyd’s can take to help resolve the complaint if the policyholder is dissatisfied with the syndicate’s response. Generally this will involve Lloyd’s obtaining the necessary file from the managing agent and/or London broker and conducting a detailed investigation. Lloyd’s will give the policyholder the name and contact details of the person handling the complaint.

7. Thereafter Lloyd’s will send written advice to the policyholder about the progress of the investigation of the complaint.

8. Lloyd’s will send the policyholder a final response within eight weeks from the date of the complaint, or if there are problems with resolving the complaint within this time, the reasons for this and when it expects to finalise the matter.

9. Lloyd’s will, where necessary, tell the policyholder of any other people who can help, such as the Insurance and Savings Ombudsman (www.iombudsman.org.nz).