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 Romanian 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.
Definition of a complaint
The definition of "complaint" is the request, complaint or notification made in writing or by electronic mail, whereby a complainant or the complainant's legal attorney-in-fact, acting exclusively in the name of the complainant and for purposes not included in their business activities, and without acting in their own commercial interest, expresses its dissatisfaction regarding insurers and insurance brokers' activity.
A prompt acknowledgment
A final response to be provided within 8 weeks 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.