Our Service Commitment
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service. However, if you should wish to make a complaint about our service, we have a formal complaints procedure. In the first instance you should contact ourselves in writing to the above address, by phone on 0345 2508282, fax on 0345 4085926 or via our email address at firstname.lastname@example.org.
Please address your complaint to the Customer Service Manager. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. A full copy of our Complaints Procedure is available on request.
Please note that should your policy be underwritten at Lloyd’s and you remain dissatisfied with the response that you receive from us, you may if you wish, be able to refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
One Lime Street
London EC3M 7HA
Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’s contact details are as follows:
Financial Ombudsman Service
Please note that the European Commission have set up an online platform called the Online Dispute Resolution (ODR) platform i.e. http://ec.europa.eu/consumers/odr . This will allow consumers who have a complaint about a product or service bought online to submit the complaint via the platform to a trader based in another member state, this can also be used to facilitate resolution between consumers and businesses in the same member state.