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Lloyd's UK policyholders - How to Make a Complaint

Find out how to make a complaint to Lloyd's and our procedure for handling complaints.

Please read the Complaints Privacy Notice to learn more about how we process your personal information.

If you wish to make a complaint it would be a good idea to check your policy for the procedure if you haven’t already done so. Alternatively you could contact your broker or if the complaint relates to a claim you could contact whoever has been handling your claim to inform them of your dissatisfaction.

Lloyd’s provides a complaint resolution service, free of charge, where disputes are reviewed on the balance of probabilities, having regard to the evidence submitted by both parties. Lloyd's aims to conclude the majority of complaints received within 8 weeks in accordance with the Financial Conduct Authority Handbook. Within this 8 week timeframe Lloyd’s operates a 'two stage' complaints process as follows:

Stage 1:

  • The complaint will be considered by the underwriters of the policy who will issue a response, ideally, within 14 days.
  • If you remain dissatisfied following the underwriters' response, or if you have not received a response within 14 days you are entitled to request that the complaint be escalated to stage 2.

Stage 2:

  • Lloyd’s obtains the documentation from the underwriters and undertakes a full review of the complaint.
  • When the review is complete a Final Response will be issued detailing the outcome of these investigations.
  • If you remain dissatisfied at this point you may refer the matter to the Financial Ombudsman Service (if eligible) provided you do so within 6 months of the date of the Final Response. The Financial Ombudsman Service can only consider your complaint following our consideration of the matter. 

This complaints procedure does not affect any of your legal rights.

In accordance with the FCA Dispute Resolution Rules, Lloyd's Complaints team can only assist policyholders who are eligible to refer their complaint to the Financial Ombudsman Service in the UK, namely policyholders who are :

  • 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.

Should you not fall within any of these categories please contact us as we still may be able to redirect your complaint to the appropriate area or explain to you why we are unable to assist.

You can appoint someone to act on your behalf; however we will need written confirmation that they have your permission to do so. Completing and returning this declaration form will enable us to deal with your chosen representative.

Please note that any professional fees incurred will be your responsibility.

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 January 2021 to 30 June 2021.

 

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 

 

 0.52

 

6,982

 

7,682

 

33%

 

59%

 

36%

Information, sums / charges or product performance - Disputes over sums / charges

 

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 92% 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.

Some questions which are asked on a regular basis are:

  • Who is Lloyd's? - Lloyd’s is the world’s specialist insurance market. Unlike many other insurance brands, Lloyd's is not a company; it's a market where our members join together as syndicates to insure risks. For further clarity please visit the What is Lloyd's? page. Please note that Lloyd's does not offer any banking or credit services.
  • Who are the Financial Ombudsman Service? - The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
  • Will my complaint take 8 weeks to be resolved? - Lloyd's will endeavour to issue a 'Final Response' as soon as possible, however, if we are not in a position to respond to your complaint within the 8 week timeframe, we will write to you informing you of this and your right to escalate the matter further.
  • Can I provide more information once I have logged my complaint? - Lloyd's will receive your full file from the underwriters concerned, however, if you wish to provide further information which may support your position then we will be happy to review it.
  • Will I receive an independent review from Lloyd's? - Your complaint will be independently reviewed by a Case Officer at Lloyd's who will take into account general legal principles, good insurance practice and whether all of the circumstances involved have been considered fairly.
  • Can you amend/cancel my policy? -   Lloyd's will be unable to assist with any enquiries of this nature as we do not hold, or have access to, a central database containing all of the policies underwritten at Lloyd's. For any enquiries of this nature please contact the company who arranged your policy whose details will be provided on your policy documents.
  • Can I withdraw my complaint at any time? - We have a regulatory obligation to issue a response to all complaints which are escalated to Lloyd's, however, if you do not wish to pursue your complaint at any time this is something that can be arranged by contacting the Case Officer responsible for handling your complaint.

Make a complaint

You can contact us at:

Complaints

Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

+44 (0)20 7327 5693

Lloyd's aims to provide a high quality service to policyholders who find it necessary to make a complaint, however, if you are not satsfied with the manner in which your complaint has been handled by Lloyd's Complaints team you may contact Paul Brady, Head of Policyholder and Third Party Oversight via email paul.brady@lloyds.com.