Liability products
If you are a policyholder or a claimant dealt with under our Direct Settlement Scheme and wish to make a complaint about the service you have received, we will investigate your concerns and attempt to resolve the matter to your satisfaction as quickly as possible.
Please contact us at:
Complaints
Syndicate 2525
5th Floor
20 Gracechurch Street
London
EC3V 0BG.
Telephone: +44 (0)20 7743 0900
Email: claims@syndicate2525.co.uk
In the event that you remain dissatisfied you may, if you wish, refer your complaint to Lloyd's. Lloyd's will independently review your complaint, taking into account good insurance practice and whether all of the circumstances involved have been considered fairly.
Lloyd's contact details are as follows:
Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Telephone: +44 (0)20 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints
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 (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS contact details are as follows:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: +44 (0)30 0123 9123
Email: complaint.info@financialombudsman.org.uk
Website: www.financial-ombudsman.org.uk
If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, which has been set up by the European Commission.
If you are a Lloyd’s Europe (LIC) policyholder you should refer your complaint to the complaints team at Lloyd’s Europe in the first instance. Alternatively, contact your broker. Otherwise you can refer your complaint to us at our address above, and we will forward it to Lloyd’s Europe for their consideration.
Details of LIC’s complaints procedures are available at Lloyd's Europe Complaints - Lloyd's Europe (lloydseurope.com).
LIC’s Complaints team can be contacted at:
Lloyds's Europe
Head of Complaints management
Lloyd’s Insurance Company S.A
Bastian Tower
Marsveldplein 5
1050 Brussels
Telephone: + 32 (0) 2 227 39 40
If you are an EU policyholder and your complaint has not been resolved by Lloyd’s Europe you may have the right to take your complaint to an external dispute resolution organisation. This can be a regulator, an ombudsman service or another type of external dispute resolution scheme which will undertake an independent review of your complaint. For the contact details of your specific country please refer to the Lloyd’s Europe website.
If you have purchased your contract online, you may also make a complaint via the EU’s online dispute resolution at Consumer Redress in the EU
If you are a policyholder based outside of the UK or the EU, please contact us in the first instance. Otherwise please refer to the Lloyd’s Complaints Handling website for International Policyholders for instructions on how to make a complaint as well as the external dispute resolution organisations available to you.