Complaints arising from Lloyd’s members can be made orally or in writing. The following will detail how to handle complaints that are made via phone, email, letter, or fax.
If a member or their representative wishes to lodge a complaint over the phone, then please ensure that a copy of the call note, which is saved within our internal files, is filled out. Please ensure that you request contact details for the individual, including their address so that we can then provide our letters to the individual. You should also ask the individual to send us any relevant information that may help to assist with their case, either by post or email. Please then inform your Team Manager as soon as possible and provide a copy of the call note to the complaints officer who will then log the complaint.
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.
In some instances, the Member or their representative, may find their own way to the Complaints Officer in which the Complaints Officer will lodge the complaint and notify the relevant Team.
If the individual is wishing to provide more information or speak with the Complaints Officer, then please provide the below details:
Complaints Officer at Lloyd’s
Lloyd’s Members Services
Walter Burke Way
Tel: +44 (0)1634 392039
Fax: +44 (0)1634 392947