It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong on occasion and if this occurs we are committed to resolving matters promptly and fairly. Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). More information is available on request or on their website, www.financial-ombudsman.org.uk.
We are a firm that sells products online and are required to inform you of the availability of the Online Dispute Resolution (ODR) platform to assist you if we are unable to resolve your complaint. This facility will direct you to the Alternative Disputes Resolution (ADR) provider for the firm who in this case is the Financial Ombudsman Services (FOS) and you may therefore wish to contact them direct. More details are available on https://webgate.ec.europa.eu/odr.
Alternatively, if your policy is arranged with a Lloyd’s syndicate and you wish Lloyd’s to investigate your complaint you can contact them either in writing at
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.
If you are not happy with how Lloyd’s have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk.
You can contact them in one of the following ways:
The Financial Ombudsman Service
London E14 9SR
By e-mail: email@example.com
By phone: 0800 023 4567 or 0300 123 9123