How our complaint process works
We will aim to resolve your complaint as soon as possible, normally within 3 business days, at which point we will send you confirmation in writing that your complaint has been resolved. On occasions we will require a bit longer to resolve your complaint and in this case we will send you an acknowledgement letter telling you when we hope to reach a decision. We will then continue to keep you updates on our progress.
Once resolution has been agreed we will then write to you with our complaint decision (this is called a final response), it will either be:
- Uphold your complaint, telling you why and what action we intend to carry out to put this right for you, or,
- If we do not uphold your complaint we will explain our reasons for doing so
If, after we have issued our response, you remain dissatisfied with the outcome of your complaint, you may be able to refer the matter to the Policyholder and Market Assistance team at Lloyd’s. Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint-How We Can Help” available at: www.lloyds.com/complaintsor you can contact the Policyholder & Market Assistance Department by Email: firstname.lastname@example.org