UK

What is a complaint

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:

(1) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and

(2) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service (FOS) in the UK

Who to contact

Detailed information on who to contact is provided in your policy wording, however if you are having difficulty finding this, please speak to the company you purchased the insurance from. If your complaint relates to a claim, speak with the claim handler so they can start to look into this for you.

Alternatively you can speak to us, our contact details are:

Lloyd’s Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
ME4 4RN

Please note our telephone lines are open 9-5, excluding bank holidays and weekends.

+44 (0)20 7327 5693

Complaints@lloyds.com

Complaint Form

When to expect a response

The Lloyd’s underwriter or their representative will aim to provide you with a response within 14 days of the complaint being received. If this is not possible, the Lloyd’s underwriter may ask for an extension of 2 weeks to continue their investigation and if you are happy with this there is nothing you need to do.

Lloyd's Review

If you are not happy with the outcome of your complaint you can contact us to request an independent review.

If for any reason you don’t receive a decision from the Lloyd’s underwriter within 4 weeks, we will automatically escalate your complaint to our complaints team for an independent review. We will let you know if this happens and aim to provide you with the final response within the regulatory deadline. The deadline will be included in our acknowledgement.

Escalating your complaint

If you are unhappy with the outcome in the final response, you may be able to refer your complaint to the Financial Ombudsman Service. You will need to refer the complaint within 6 months of receiving your final response.

Further information

It is Lloyd’s policy that all policyholder complaints are handled quickly, fairly and in accordance with the requirements of the Financial Conduct Authority (FCA).

The table below details the complaints received and the standards achieved, from receipt to resolution, during the period 1 July 2023 to 31 December 2023.

Number of complaints per 1000 policies in force

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage Upheld

Main cause of complaints opened

Insurance and pure protection

0.28

5,352

5,509

28%

70%

46%

General admin / customer service, delays / timescales

The FCA, the regulatory body governing the financial services industry in the UK, sets out standards for how insurers must handle policyholder complaints. Lloyd's resolved 98% of all complaints within eight weeks but as some complaints can be more complicated they may take longer to investigate and reach the appropriate conclusion.

Unhappy with the handling of your complaint

We aim to provide a high quality service to policyholders who find it necessary to make a complaint, however, if you are unhappy with the manner in which your complaint has been handled by the Lloyd's Complaints team you may contact the Head of Customer Outcomes, Jenny.Laverty@lloyds.com.

Contact details

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Calling from outside the UK: +44 20 7964 0500

Calling inside the UK: 0800 023 4567

UK