Complaint Handling Procedures

It is our intention to provide a high level of service at all times. However, if you have any reason to complain about our service you have received, please contact us as soon as possible.

In the first instance you should direct any complaint to our Complaints Officer, who is based at our head office, SEIB Insurance Brokers:

Complaints Officer,
South Essex House,
North Road,
South Ockendon,
RM15 5BE.

Tel No: 01708 850000

Our promise to you

We will aim to resolve your complaint within three business days. 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,
Exchange Tower,
Harbour Exchange Square,
E14 9SR.
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

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:

Complaints Lloyd’s
Fidentia House
Walter Burke Way
Maritime Chatham


Telephone +44 (0) 20 7327 5693

Fax +44 (0) 20 7327 5225

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at 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.

Read what our customers had to say about us

“Thank you. You’ve been extremely helpful. Not often these days do we get good old fashioned customer service. “