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Complaints handling at Lloyd's

Requirements for managing agents and their representatives for the handling of policyholder complaints.

Make a Complaint

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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 follow the link below.

Policyholder complaints

Complaint handling contacts

To ensure efficient handling and oversight, it is important for each managing agent to keep their contact details updated.

Please use the form below to notify the Lloyd’s Complaints Team of any new team members joining or existing members leaving, regarding the following:

  • Head of Complaints 
  • Operational Handling Stage 1
  • Mandate Appeals
  • Performance Metrics
  • DEX Messaging Support
  • Eligible Complainant Portal
  • Complaints Forum
  • Case Fees
  • Quarterly Benchmarking Data
Complete the form

Guidance and support

Lloyd’s Complaints Team is committed to sharing knowledge and guidance to support managing agents in the processing and handling of Lloyd’s complaints.

If you are interested in setting up a session, please reach out using the form link below.

Complete the form

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 Customer Outcome, Jenny Laverty at the email below. 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.

Jenny.laverty@lloyds.com

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

Lloyd's Europe complaints