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Policyholder complaints

Lloyd’s Complaints

This service is provided free of charge. All complaints are handled in line with the Financial Conduct Authority (FCA) regulations, UK principles and standards, expect where local regulations exist. We can only review complaints where policyholders are eligible to escalate their complaint to either the UK Financial Ombudsman Service (FOS) or a more relevant External Dispute Resolution (EDR) service.

For some countries we provide a 2 step complaints process. Where this applies, the Lloyd’s underwriter will carry out their review under step 1 and provide a stage one response. Where the outcome is not agreed, policyholders can escalate their complaint to us under step 2 for an independent review and to receive the final response.

If the 2 step process does not apply to your complaint, the Lloyd’s underwriter will send you their final response. 

Financial Conduct Authority Financial Ombudsman Service

Who are Lloyd’s

Lloyd’s of London is an international insurance marketplace which provides the facilities to allow individual companies to underwrite insurance policies. These companies are known as Lloyd’s underwriters.

Who are Lloyd’s Europe

Lloyd’s Europe was established following the UK departure from the European Union. If your European Economic Area (EEA) policy was issued by a Lloyd’s syndicate, this will have been transferred to Lloyd’s Europe. If your complaint relates to an activity that occurred prior to 30 December 2020, please refer to the UK complaint process which you will find below under ‘How to make a complaint’.

Lloyd’s Europe Complaints

How to make a complaint

For information on how to get in touch and when you should expect to receive a response, please select one of the below:

You can ask someone to act on your behalf if that is the best option for you. We will just need you to confirm their details so that we can start speaking with them.

There is no charge for using the complaints process. If you decide to appoint a professional representative, you will be responsible for their fees.

  • individuals acting for purposes outside their trade, business or profession;
  • micro-enterprises (which are smaller businesses that have a turnover or annual balance sheet of not more than €2m and fewer than ten employees);
  • small business (which are not a micro-enterprise, has an annual turnover of less than £6.5m; and employs fewer than fifty employees or has a balance sheet of less than £5m);
  • a charity with less than £6.5m annual income;
  • a trustee of a trust with net asset value of less than £5m.
  • professional clients and eligible counterparties, where the person is an individual acting for purposes outside his trade, business, craft or profession.
  • a guarantor

If you do not fall within these categories please contact us as we may be able to direct your complaint to an appropriate area or at the very least explain why we are unable to help you.

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

Tel: +44 (0)20 7327 5693
Email: Complaints@lloyds.com
Online : Complaint Form

 

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 2024 to 31 December 2024.

 

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 

 

0.64

 

4,865

 

5,056

 

33%

 

65%

 

45%

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.

We aim to provide a high quality service to policyholders so if you are unhappy with the conduct of the Lloyd’s Complaints team, please contact our Head of Customer Outcomes,  Jenny.Laverty@lloyds.com.  However, if you are unhappy with the decision made, the appropriate next step is for you to escalate your complaint to the external dispute resolution service detailed in our final response, we are not able to reinvestigate your complaint.

Useful documents

Privacy notice

Information we process in order to process complaints received by Lloyd's.

View the privacy notice

Policyholder complaint leaflet

Find out how we can help with your complaint by downloading our leaflet below. 

Download