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International Policyholder Complaints Handling for Managing Agents and their Representatives

Requirements for managing agents and their representative (which could be a coverholder or third party administrator).

Lloyd’s requirements for the handling of complaints from eligible complainants are set out in its ‘Code for Complaints Handling’. All managing agents are required to ensure that their processes and procedures are compliant with the Code.

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.

Contact the Lloyd's complaints team

Any queries can be referred to the Lloyd's complaints team:

Notification and Response


Notification

All non EEA (European Economic Area) complaints must be notified to Lloyd's complaints team via secure API message for managing agents in scope for DEX messaging or via email using the appropriate notification spreadsheet:

Managing agent's representatives (including coverholders and delegated claims administrators) should be aware of the lead managing agent's requirements and should send a copy of the notification spreadsheet to them where required.

Response

A response must be issued in accordance with local requirements and timeframes. When issuing a response, the complainant must be informed that they may be able to refer their complaint to the relevant external dispute resolution service (EDR) for review. Full EDR contact details must be provided and these can be found in the country specific complaints handling summaries below.

A copy of the response and original complaint must be sent via via secure API message for managing agents in scope for DEX messaging or via email within 2 business days of the response being issued.

Further details can be found within the Lloyd’s International guidance notes link, or under each Country Specific Guidance icon below. The guidance notes provide a practical process for handling international complaints from eligible Lloyd’s policyholders:

EEA (European Economic Area) complaints

For all EEA complaints please visit the Lloyd's Europe website.

Country Specific Guidance

To assist managing agents and their representatives, Lloyd's has prepared complaint handling summaries for the territories listed below, all other territories should be handled in accordance with local requirements and these will be monitored by Lloyd's using a standard eight week timeframe.

Further information

Market Bulletins

Lloyd’s requirements for the handling of international policyholder complaints are set out within the Market Bulletins listed below. Managing agents underwriting relevant business must ensure that their processes and procedures are compliant with the requirements of these bulletins: