Complaints

Complaints Procedure

It is our intention to provide you with a high level of customer service at all times. If there are occasions when we fail to meet your standards we will endeavour to put things right.

Notifying us of complaints
If you have any cause for complaint please contact the Director at the address shown below. You may do this orally or in writing including by telephone (standard rate or free phone) or email.

If we decide that your complaint is more rightly dealt with by the Insurer, then we will refer the complaint to them and provide you with full referral details within 5 days of making this decision.

If your policy is insured by a Lloyd’s Insurer the following process will apply, but if your Insurer is anyone other than Lloyd’s, please contact the Director above for full referral details:

The Lloyd’s Complaints Process
Once your complaint is received by the Insurer they shall attempt to respond within 14 days from the date of receipt but in any event no later than the response time stipulated by any instructions received from the relevant UK regulator.

In the event that you remain dissatisfied or a response has not been received you can refer the matter to Lloyd’s. The address and contact details are as follows:

Complaints
Lloyd’s
One Lime Street
London
EC3M 7HA

Email: [email protected]
Tel: +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 www.lloyds.com/complaints. A copy of these procedures 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. You must approach the Financial Ombudsman Service within 6 months of our final response to your complaint, and we will remind you of the time limits in our final response If you are seeking resolution as an individual acting for purposes outside your trade business or profession as a micro-enterprise (a smaller business that has a turnover or annual balance sheet of not more than two million euros and fewer than ten employees) a charity with less than £6.5m annual income or a trustee of a trust with net asset value of less than £5m, you may refer the matter to the following organisation

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

Email: [email protected]
Tel: For UK callers: 0800 023 4 567 (free phone), or from a mobile 0300 123 9 123 (but charges apply)
Tel: For callers from abroad: +44 (0)20 7964 0500 (charges apply)
Web: www.financial-ombudsman.org.uk

Financial Services Compensation Scheme (FSCS)
Lloyd’s Insurers are covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that the Insurer’s obligations cannot be met, you may be entitled to compensation from this scheme. Further details can be obtained from:

Financial Services Compensation Scheme
7th Floor, Lloyds Chambers,
Portsoken Street,
London, E1 8BN

Tel: +44 (0)20 7 892 7300
Fax: +44 (0)20 7 892 7301
Web: www.fscs.org.uk

Stephen Haynes F.C.I.I. Chartered Insurer
Director
Matrix Underwriting management Ltd
Hornigals
Little Tey Road
Feering
CO5 9R