Complaints Handling for UK Policyholders

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.