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 Italian complaints the process to be followed is modified in a number of respects as set out in Market Bulletin Y5041. These changes reflect local regulator and legal requirements and market practice.

Lloyd's arrangements for international complaints are intended to allow 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 dis-satisfaction towards an insurance undertaking relative to an insurance contract or service. Requests for information or clarification, insurance claims or requests for enforcement of contracts shall not be considered a complaint.

Timescales

  • A prompt acknowledgment of the complaint (48 hours)
  • A response should be sent within 45 days of the complaint being received

External Dispute Resolution Service

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.

Institute for the Supervision of Insurance (IVASS)

Notification of Complaints & Lloyd's Helpline

Overseas Notification Spreadsheet

Notification email: internationalcomplaints@lloyds.com

Complaints Helpline: +44 (0) 207 327 5696