Complaints Handling for UK Policyholders
Guidance for managing agents and their representatives in respect of the handling of UK complaints.
Make a Complaint
View all 'Make a Complaint'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.
Guidance
Notifying Lloyd's of Complaints
Useful Documents
Model Acknowledgement Letter
Lloyd's 'How We Will Handle Your Complaint' Leaflet
Model Two Week Response - Investigation Concluded
Model Two Week Response - Resolution Agreed
Model Two Week Response - Investigation On-going
Model Summary Resolution Communication
Suggested Policy Wording - Personal Lines
Suggested Policy Wording - Commercial
Suggested Website Wording - Without ODR
Suggested Website Wording Including ODR
LMA 5295a - UK complaints – Full Authority
LMA 5296a - UK complaints - No Authority
LMA 5297a - UK complaints - SRC Authority
Model Complaints Procedure for UK Complaints
Lloyd’s Charges – Market Bulletin Y5307