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Complaints Handling for UK Policyholders

Guidance for managing agents and their representatives in respect of the handling of UK complaints.

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.