We sincerely hope you will never need to complain but should you feel that necessary you can do so at any time by telephoning us on 01424 718800 or emailing email@example.com, or by post to ‘Complaints Manager’, Droxford House, Charles Road, St Leonards, East Sussex, TN38 0JU.
If you are still unable to resolve the situation and you wish to make a formal complaint, you can do so by referring the matter to Lloyd’s.
Lloyd’s operates a two stage complaints process
Stage One Referral to MS Amlin
In the first instance, the underwriters of your policy – MS Amlin will review your complaint and hope to resolve the matter. They will investigate the circumstances regarding your complaint and write to you within two weeks with their response.
If you are not satisfied with the underwriter’s response or you have not been provided with a stage one response within two weeks, you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and provide you with a written final response.
If the complaint is not resolved, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk.
Stage Two Referral to Lloyd’s
If, following your stage one response, you remain dissatisfied or have not been provided with a stage one response within two weeks, you can request Lloyd’s investigate your complaint by contacting:
Referral to FOS
Following Lloyd’s consideration of your complaint you may be entitled to refer the matter to FOS. Lloyd’s will send you a FOS leaflet with further information at the appropriate time.
Financial Ombudsman Service
Telephone 0800 0234 567 (landline) Telephone 0300 123 9 123 (mobile)
If you appoint someone to act on your behalf
If you ask someone else to act on your behalf you should provide us with written authority to allow us to deal with them. If you employ a professional to represent you, you will need to meet their costs yourself.