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 Icelandic 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 for Managing Agents

Complaints Handling Summary

LMA 5306 - International complaints - Full Authority

LMA 5307 - International complaints - No Authority


Definition of 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 in the UK.



A prompt acknowledgement of the complaint

A final response letter to be issued within 8 weeks 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.


The Insurance Complaints Committee

Notification of Complaints & Lloyd's Helpline

Notification email: internationalcomplaints@lloyds.com

Complaints helpline: +44 (0) 207 327 5696