Lloyd’s has set out the process to be followed for international (non-UK) complaints in Market Bulletin Y4961 – International Complaints Handling: Expansion of New Procedures. For Danish complaints the process to be followed is modified in a number or respects as set out in Market Bulletin Y4993. These changes reflect local regulatory and legal requirements and market practice.
Lloyd’s arrangements for international complaints are intended to allow for the oversight of complaints handling, consistent with the regulatory expectations of the UK Financial Conduct Authority (FCA), whilst allowing flexibility for managing agents in the way they handle complaints in accordance with local rules.
Definition of a Complaint
An application from a customer who, after having discussed the problem with the insurer still does not agree with the insurer's procedures or its outcome and therefore seeks the dispute to be settled by the insurer's complaints board.
A final response must be given to the complainant in due time taking into account the circumstances and the complexity of the complaint. The final response must be given no later than eight weeks after receipt of the complaint.
External Dispute Resolution Service
When responding to a complaint, the complainant must be informed that if they remain dissatisfied they mat be able to refer their complaint to the appropriate EDR service, for review. They should be provided with the full EDR contact details, which can be found in the Complaints Handling Summary.