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Lloyd's Channel Islands Policyholders - How to Make a Complaint

Make a Complaint

View all 'Make a Complaint'

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:

Complaints
Fidentia House
Walter Burke Way
Chatham Martime
Chatham
Kent
ME4 4RN

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

tel:+44 (0)20 7327 5693 complaints@lloyds.com Complaint form

When to expect a response

The Lloyd’s underwriter will aim to provide you with a response within 2 weeks of the complaint being received. If this is not possible, they may ask for a further 2 weeks to continue their investigation. If you’re to happy to wait, there is nothing you need to do.

Lloyd's Review

If you are not happy with the outcome of your complaint, you can escalate your complaint to us for the final response.

If you've not received a response from the underwriter by the end of week 4, we will escalate your complaint so that we can provide you with the final response.

We will aim to provide you with the final response within the regulatory deadline.

Escalating your complaint

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

Visit the Channel Islands Ombudsman website

Contact details

Channel Islands Financial Ombudsman (CIFO)
PO Box 114
Jersey
JE4 9QG

+44 (0)1481 722218 (Guernsey/Alderney/Sark) +44 (0)1534 748610 (Jersey) +44(0)1534 748610 (Outside Channel Islands)

enquiries@ci-fo.org