Complaints Procedure

We take complaints made against us very seriously and maintain a procedure to ensure that complaints are dealt with promptly and fairly.

In the event of a dispute or complaint you may have against us you should contact us in the first instance to allow us to resolve or respond to your dispute or complaint. You should refer to your usual Lockton contact or address the matter to the Risk & Compliance department at Lockton Companies LLP, The St. Botolph Building, 138 Houndsditch, London EC3A 7AG or compliance@uk.lockton.com.

If you are a consumer (an individual acting outside your business trade or profession) or a micro enterprise (a business with a turnover of less than Euro 3M and less than 10 employees) you will be eligible to refer your dispute / complaint to the Financial Ombudsman Service (FOS) if you are not happy with how we have handled your complaint or the outcome.  Information about the FOS can be found at their website http://financial-ombudsman.org.uk/

You will have up to 6 months to refer your complaint to the FOS.  As an alternative if you are an individual acting in a personal capacity you can refer your complaint via the EU ODR (Online Dispute Resolution) platform which will redirect your complaint. We would recommend however that if it becomes necessary you refer your complaint direct to the FOS and remind you that the FOS will only consider a complaint after we have had an opportunity to resolve it first.

If your Policy is underwritten by Underwriter’s at Lloyd’s you may contact the Complaints Team at Lloyd’s.  The address of the Complaints Team at Lloyd’s is:

Complaints,
Lloyd’s,
Fidentia House, Walter BurkeWay
Chatham Maritime, Chatham
Kent ME4 4RN
Tel: 020 7327 5693
Fax: 020 7327 5225

Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The contact detailsfor the FOS are:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Tel: 0800 0234 567).  Email: complaint.info@financial-ombudsman.org.uk