If you wish to make a complaint please check your policy for details of the person to contact.  Alternatively contact your broker or if the complaint relates to a claim contact whoever has been handling your claim to inform them of your dissatisfaction.

What Is a Complaint?

Lloyd’s defines a complaint as :

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.

How Lloyd's Will Handle Your Complaint

The Lloyd's managing agent, or the party named in your policy that has been appointed to handle your complaint on their behalf will aim to provide you its decision, in writing, within 8 weeks of receipt of the complaint.

If you remain dissatisfied once you have received the final response you may refer your complaint to the Financial Ombudsman Service.  Their contact details are :


The Financial Ombudsman Service


Exchange Tower




E14 9SR


United Kingdom


Tel: +44 20 7964 1000 (from outside the UK)


Email: complaint.info@financial-ombudsman.org.uk




These complaint handling arrangements are without prejudice to your rights in law.

How to make a complaint

You can contact Lloyd’s in the UK at:


Fidentia House

Walter Burke Way

Chatham Maritime




Email: complaints@lloyds.com

Tel: +44 (0)20 7327 5693