Complaints procedure

What to do if you have a complaint

We are committed to going the extra mile for our customers. If you believe that we have not delivered the service you expected, it’s important that you get in touch so that we can try to put things right. All complaints are taken seriously and following the steps below will help us understand your concerns and give you a fair response.

Complaints process

When making contact, please quote the policy number shown in the schedule in all communications.

If you are unhappy with any aspect of your policy, claim or service you have received please contact us in the first instance:

We will aim to resolve your complaint within 3 business days wherever possible. If that isn’t possible due to the circumstances of the complaint you will be provided with further information about how your complaint will be managed, by whom and the timeframe for doing so.

If you wish to complain directly to the Lloyd's Underwriter please contact: