• How Lloyd's Will Handle Your Complaint

    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.

  • Who Can Complain?

    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);
    • a charity with less than £1m annual income;
    • a trustee of a trust with net asset value of less than £1m.
    • professional clients and eligible counterparties, where the person is an individual acting for purposes outside his trade, business, craft or profession.

    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.

  • If You Appoint Someone To Complain On Your Behalf

    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.

  • Latest Complaints Data

    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 2016 to 31 December 2016. 

     

    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 

     

     0.59

     

    9,828

     

    9,873

     

    40%

     

    55%

     

    52%

    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 95% 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.

  • Frequently Asked Questions

    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

Email: complaints@lloyds.com

Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

We always seek to improve our service and we therefore welcome feedback and suggestions for improvement. Should you wish to raise any comments regarding the Lloyd’s complaints process you may raise those with the Lloyd’s Head of Policyholder and Third Party Oversight at HeadofConduct@lloyds.com .  However, we would ask that you do not use this email to notify Lloyd’s of individual complaints, but please instead use the contact details above.

Helpful documents:

Your Complaint - How We Can Help

Complaint Form

Complaint Form

Declaration Form

Declaration Form

Helpful Links:

Financial Ombudsman Service

Financial Conduct Authority

Financial Conduct Authority Handbook