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?

The Swedish Financial Supervisory Authority (Finansinspektionen) - Regulation FFFS 2002:23 defines a complaint as :

When a customer of an institution expresses specific discontent, in an individual matter, regarding the management of a financial service or product. In this context, neither general opinions nor general expressions of dissatisfaction, nor dissatisfaction that must be considered to have insignificant importance to the customer are regarded as complaints.

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 :

  • Acknowledge your complaint in writing.  This communication will include details of the person handling your complaint and inform you about guidance that may be obtained from the Swedish Consumers' Banking and Finance Bureau, the Swedish Consumers Insurance Bureau and through municipal consumers' advise officials.
  • Within 14 calendar days - provide you with a written update on the progress of the investigation into your complaint.
  • Within 8 weeks - aim to provide you in writing its written final response on your complaint.

If you remain dissatisfied once you have  received the final response, or you do not receive a final response within 8 weeks you may refer your complaint to the National Board for Consumer Complaints.  Their contact details are :

National Board for Consumer Complaints / Allmanna reklammationsnamnden (ARN)

Box 174

101 23 Stockholm


Tel: + 46 8 50 88 60 00

Fax: + 46 8 50 88 60 01

Email: arn@arn.se

Website: www.arn.se

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

How to make a complaint

You can contact Lloyd's in Sweden at:

Lloyd’s – Nordic Area Manager and Lloyd’s General Representative for Sweden
Erik Börjesson
Sveavägen 20, 6 tr

Email: erik.borjesson@lloyds.com

Tel:   +46 8 545 255 40 (Switchboard)

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