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

To assist managing agents and their representatives, Lloyd’s has prepared a practical guidance note to accompany the Code together with a template spreadsheet for the notification of complaints. The LMA has also produced model letters for use when handling complaints.


Complaints Handling Summary

UK Personal Lines Claims & Complaints Handling Code

UK Personal Lines Claims & Complaint Handling Code Guidance Notes 

Market Bulletin - Code for Underwriting Agents July 2018

Complaints helpline - + 44 (0)20 7327 5696

Email: complaints-enquiries@lloyds.com

FCA Handbook - DISP

Notifying Lloyd's of Complaints

Notification spreadsheet

Notification email: complaints-notification@lloyds.com

Useful Documents

Model Acknowledgement Letter

Lloyd's 'How We Will Handle Your Complaint' Leaflet

Model Two Week Response - Investigation Concluded

Model Two Week Response - Resolution Agreed

Model Two Week Response - Investigation On-going

 Model Summary Resolution Communication

Suggested Policy Wording - Personal Lines

Suggested Policy Wording - Commercial

Suggested Website Wording - Without ODR 

Suggested Website Wording Including ODR

LMA 5295a - UK complaints – Full Authority

LMA 5296a - UK complaints - No Authority

LMA 5297a - UK complaints - SRC Authority

Model Complaints Procedure for UK Complaints

Lloyd's Charges - Market Bulletin Y5266