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 Hungarian complaints the process to be followed is modified in a number or respects as set out in Market Bulletin Y5091. 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 complaint is an objection from a client that related to: the insurer’s failures and activities prior to, or upon, the signing of the contract; contract fulfilment by the insurer; contract termination; the settlement of any contract related legal disputes after the contract has been terminated.

 

Timescales

A prompt acknowledgement of the complaint

A final response to be provided within 30 days or 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.

 

Financial Consumer Protection Centre

 

Financial Arbitration Board

Notification of Complaints & Lloyd's Helpline

Overseas Notification Spreadsheet

Notification email: internationalcomplaints@lloyds.com

Complaints helpline: +44 (0) 207 327 5696