We will aim to resolve your complaint within one business day. If this is not possible:
- We will promptly acknowledge all complaints.
- All complaints will be investigated diligently and impartially.
- We will respond formally to your complaint as soon as possible.
- We will keep you informed of the progress of the investigation.
If you are not satisfied with our response, or we have not completed our investigation after eight weeks, we will inform you of your right to take the complaint to:
The Financial Ombudsman Service,
Harbour Exchange Square,
Tel: 0800 0 234 567
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
You can find more information on the Financial Ombudsman Service at http://www.financial-ombudsman.org.uk.
This complaints procedure does not affect your right to take legal proceedings.
If you have a policy underwritten by a Lloyd’s Syndicate (please refer to your policy wording to see who underwrites your policy and contact SEIB if you are unsure):
If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact SEIB Insurance Brokers, South Essex House, North Road, South Ockendon, Essex, RM15 5BE.
In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter as outlined in your policy wording or to the Complaints team at Lloyd’s.
The address of the Complaints team at Lloyd’s is:
One Lime Street,
London EC3M 7HA
Tel No: 020 7327 5693
Fax No: 020 7327 5225
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at http://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.
If you have bought your insurance online, you can also register your complaint on the Dispute Resolution website, which has been set up by the European Commission. This complaints handling procedure does not affect your right to take legal proceedings.