Complaints Handling at Lloyd's

While Lloyd’s believes that the vast majority of Lloyd’s policyholders will have a positive experience dealing with Lloyd’s managing agents and their representatives it is inevitable that some complaints will arise. Where that is the case, policyholders should expect to have their complaint dealt with promptly and in a reasonable way.

Lloyd's operates a two-stage complaints process for UK complaints. Managing agents are solely responsible for handling international complaints in accordance with the complaint handling rules in the relevant country.

If you are a policyholder and wish to make a complaint please go to lloyds.com/resources-and-services/make-a-complaint/policyholder-complaint.

We always seek to improve our service and we therefore welcome feedback and suggestions for improvement. Should you wish to raise any comments regarding the Lloyd’s complaints process you may raise those with the Lloyd’s Head of Market Conduct at HeadofConduct@lloyds.com. However, we would ask that you do not use this email to notify Lloyd’s of individual complaints, but please instead refer to the process for your country as detailed above.

If the complaint relates to a policy underwriter by Lloyd’s Europe (Lloyd’s Insurance Company S.A.) please refer to Complaints – Lloyds Europe for guidance.