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Corporation complaints guidelines

Guide for Employees: Handling and resolving complaints from Members relating to the Corporation of Lloyd's.

1. Complaints made orally

If you receive a complaint whilst speaking to a Member or the Member’s representative, please ask the individual to put their complaint in writing (via email or letter) and send it to the Complaints Officer, Member Services, details below:

Complaints Officer at Lloyd’s

Lloyd’s Members Services

Fidentia House

Walter Burke Way

Chatham Maritime

Kent

ME4 4RN


Tel: +44 (0)1634 392039

Email: Lloyds-Market-Services-Member-Complaints@lloyds.com

Fax: +44 (0)1634 392947


Please state to the Member/Member Representative that they should include as much detail regarding their complaint and provide us with any copies of all relevant correspondence and other supporting information.

Following this, please inform your Team Manager of the complaint and provide a copy of the call note to the Complaints Officer (Lloyds-Market-Services-Member-Complaints@lloyds.com) so the complaint can be logged

 

2. Complaints made in writing

If you receive a complaint from a Member/Member Representative (any letters/faxes will need to be date stamped) please inform your Team Manager as soon as possible. The letter will then need to be provided to the Complaints Officer who will then log the complaint

3. Investigating the complaint

Following receipt of the complaint, an acknowledgment letter/email should be sent to the Member/Member Representative confirming we have received their complaint and providing a copy of the guidelines (Annex 1), together with the ‘rights of referral’ to the Lloyd’s Members Ombudsman (details below)

The FCA requires complaints to be resolved within 10 working days.  The acknowledgement letter should state that we have 10 working days, from date of receipt, to review the complaint and to respond to the complaint. This will be monitored by the Complaints Officer. The relevant Team Manager must decide who will handle the complaint, liaising with other Teams as necessary. Should the response be likely to take longer than 10 working days, then both Team Manager and Complaints Officer should be made aware. The complainant will then need to be contacted to advise that the 10 working day deadline will not be met and it should be set out how long the response is likely to take.

If you are handling the complaint, you should investigate all points raised in the complaint, and discuss with any of your colleagues that may have been a party to the activity that led to the complaint. If you were involved in the activity that led to the complaint, then you should make arrangements for the complaint to be investigated by another individual who is not mentioned in the complaint.

If it becomes apparent that you will not be able to respond to the complaint within 4 weeks of receipt of the complaint, then a further letter should be sent to the complainant explaining why and giving a date as to when you will respond. In this letter you should again detail the ‘rights of referral’ to the Lloyd’s Members Ombudsman should they wish to take their complaint further at that stage.


Please note all copies of letters and correspondence should be sent to the Complaints Officer 

4. The response

  • You should discuss your response with your Team Manager. In particular, you must discuss any proposed offers of financial or other redress. Depending on the size and reason for the proposed payment, you should then consider discussing the implications of that offer with the Lloyd’s Legal Team.
  • Where financial redress is being considered, the aim should be to restore the Member to the position they would have been in, if the acts or omissions that gave rise to the complaint did not occur. The redress should therefore include an appropriate amount of interest in addition to the principal sum – any redress accepted by the member, should be provided to the Member promptly
  • The written response to the Member’s complaint should set out the findings of your investigation. You should detail whether you have accepted or rejected the Member’s complaint. If you reject the members complaint you should give reasons for your decision
  • Please note that your response should also detail the following:

“If you are dissatisfied with this response you may refer your complaint to the Lloyd’s Member’s Ombudsman at the following address: Lloyd’s, One Lime Street, London, EC3M 7HA, UK. Please refer to Annex 1 of the acknowledgement letter of (enter the date of your original letter) for details of the Lloyd’s Members’ Ombudsman Scheme”

5. Record keeping

The Complaints Officer will create an electronic file for the Member’s complaint which will contain all copies of correspondence, notes, information and documentation relating to the complaint. Please ensure that all information/documentation is provided to the Complaints Officer.

6. Reporting of complaints

At the conclusion of your investigation of the Member’s complaints you should prepare a brief note that contains the following information: name and membership number of the Member; the date of the complaint; a brief summary of the complaint; the date of your response; whether the complain was rejected or resolved; and details of any redress provided to the Member. The information can then be included in the department’s next return to the Central Compliance Team. That return is required for the purpose of reporting information about Members’ Complaints to the FCA.