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 French complaints the process to be followed is modified in a number or respects as set out in Market Bulletin Y4961. 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.

Guidance

Guidance for Managing Agents

Complaints Handling Summary

LMA 5306 - International complaints - Full Authority

LMA 5307 - International complaints - No Authority

Definition of a Complaint

A statement of dissatisfaction from a customer to a professional organisation.  A request for a service, information, clarification or an opinion is not a complaint.  

Timescales 

  • An acknowledgement of the complaint within 10 business days
  • A final response to be provided within two months of receipt of the complaint

 External Dispute Resolution

When responding to a complaint, the complainant must be informed that if they remain dissatisfied they may 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.

Insurance Ombudsman at the French Federation of Insurers (FFSA)

Notification of Complaints & Lloyd's Helpline

Overseas Notification Spreadsheet

Notification email: internationalcomplaints@lloyds.com

Complaints Helpline: +44 (0) 207 327 5696