Complaints arising from policyholders in the Channel Islands should follow the UK Two Stage process, the only change being giving referral rights to the Channel Islands Financial Ombudsman rather than providing details of the Financial Ombudsman Service in the UK.

Guidance

Guidance for Managing Agents

Complaints Handling Summary 

LMA 5295 - UK complaints - Full Authority

LMA 5296 - UK complaints - No Authority

LMA 5297 - UK complaints - SRC 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.

Timescales

  • Acknowledgement within 2 business days
  • A written response should be issued to the insured within two weeks (stage 1)
  • If the complaint remains dissatisfied Lloyd’s will investigate (stage 2) and provide a final response within 8 weeks of the complaint being made.

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.

Channel Islands Financial Ombudsman (CIFO)

Notification of Complaints & Lloyd's Helpline

Notification Spreadsheet

Notification email: complaints-notification@lloyds.com

Complaints helpline: +44 (0) 207 327 5696