We strive to provide an excellent service to all our customers but occasionally things can go wrong. We take all concerns seriously and endeavour to resolve all customers’ problems promptly.
If you have a question or concern about your policy you should, in the first instance follow the guidance notes or instructions in the Insurance documentation you have been sent. Your Broker will also be able to advise you and provide assistance in this regard.
Alternatively, if you wish to contact us directly you can either write or telephone:
The Complaints Department, Brit Syndicates Limited
The Leadenhall Building, 122 Leadenhall Street, London, EC3V 4AB
Telephone: 020 3857 0000
Facsimile: 020 3857 0001
In the unlikely event that you remain dissatisfied and wish to make a complaint you can do so at any time by referring the matter to us at the above stated address or the Complaints Team at Lloyd’s at the following address:
Complaints Team, Lloyd’s
Complaints, Lloyd’s, One Lime Street, London EC3M 7HA
Telephone: 020 7327 5693
Facsimile: 020 7327 5225
You may be able to refer the matter to The Financial Ombudsman Service. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services, they can normally deal with complaints from private individuals and from small organisations; further information is available from:
Financial Ombudsman Service (FOS)
Exchange Tower, London, E14 9SR
Helpline: 0800 0234 567 (+44 20 7964 0500 if outside UK)
Switchboard: 020 7964 1000
Facsimile: 020 7964 1001
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr. For the UK the relevant dispute resolution service is the Financial Ombudsman Service.