Our complaints handling procedure

1. We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt.
2. If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority, such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm and, if the other firm is solely responsible, our final response.
3. We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
4. We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within four weeks of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
5. If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.
6. If you are a Lloyd’s policy holder and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s. The address of the complaints team at Lloyd’s is:
   
   The address of the complaints team at Lloyd’s is:
   
   Complaints
   Lloyd’s
   Fidentia House
   Walter Burke Way
   Chatham Maritime
   Kent  ME4 4RN
   
   Telephone: +44 (0)20 7327 5693
   Fax: +44 (0)20 7327 5225
   Email: complaints@lloyds.com
   Website: www.lloyds.com/complaints
   
   Details of the Lloyd’s complaints procedure are set out in the leaflet “Your Complaint – How We Can Help” available at the above web address. Submitting your complaint to the Lloyd’s complaints team will not affect your right to use the Financial Ombudsman (FOS) as outlined below, if eligible, should you not be satisfied with Lloyd’s response.
7. If you are a Lloyd’s Brussels policy holder and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s Brussels. Details of their complaints procedures are available at www.lloydsbrussels.com/complaints and its Complaints team can be contacted at:
   
   Lloyd’s Brussels
   Service Manager, Complaints team Lloyd’s Insurance Company S.A. Bastion Tower
   Marsveldplein 5
   1050 Brussels
   ‍
   Telephone: +32 (0)2 227 39 40
   Email: lloydsbrussels.complaints@lloyds.com
8. If you in the UK and are either a private individual or an enterprise involved in economic activity that employs fewer than 50 persons or has a turnover of less than £6.5m or annual balance sheet that does not exceed £5m, you may refer your complaint to the Financial Ombudsman Service (FOS), provided we have had an adequate opportunity to resolve your complaint first. We will advise you of the time limits for making a referral to the FOS and supply a copy of the FOS explanatory booklet with our final response. The FOS can be contacted by:
   
   Accessing the website:
   https://www.financial-ombudsman.org.uk/consumers/how-to-complain
   
   or
   
   Telephoning:
   0300 123 9 123
   or
   0800 023 4567
   
   We will provide whatever assistance we can to the FOS and abide with their final decision.
   
   Your right as a policy holder to take legal action remains unaffected by the existence or use of any complaints procedures referred to above. However, the FOS will not adjudicate on any cases where litigation has commenced.