Complaints Policy – Lloyds

COMPLAINTS NOTICE

Complaint handling arrangements

Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently, and fairly. At all times we are committed to providing you with the highest standard of service.

Any complaint should be addressed in the first instance to Prisha Bhoola, Managing Director of Firedart: prisha@firedart.co.za

The Lloyd’s managing agent Argenta Syndicate Management Limited or the party named above that it has appointed to adjudicate on your complaint on its behalf, will aim to provide you with its decision on your complaint, in writing, within fourteen calendar days of the complaint being made.

If you remain dissatisfied with the decision on your complaint or you have not received a decision within fourteen calendar days you may, if you wish, refer your complaint to Lloyd’s Complaints team in the UK. The Complaints team will investigate and assess this complaint and will aim to issue a final response within eight weeks of receipt of the complaint.

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The contact details are as follows:

Complaints
Lloyd’s
One Lime Street
London
EC3M 7HA

Telephone: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints

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If you remain dissatisfied after Lloyd’s Complaints team has considered your complaint, you may be able to escalate your complaint to the Insurance Complaints Bureau (ICB). The ICB can investigate disputes of personal insurances for monetary value up to HKD 1.2m.

The contact details for the ICB are:
Insurance Complaints Bureau
29/F, Sunshine Plaza
353 Lockhart Road, Wanchai, Hong Kong
Telephone: +852 2520 2728
Email: icb.enquiry@icb.org.hk
Website: www.icb.org.hk

If you are not eligible to escalate your complaint to the ICB in Hong Kong, after Lloyd’s Complaints team has considered your complaint, or you do not receive a response within eight weeks of the complaint being made, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

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The contact details for the FOS are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom
Telephone: +44 20 7964 0500 (from outside the UK)
Telephone: 0800 023 4 567 (from inside the UK)
Email: complaint.info@financial-ombudsman.org.uk

The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk. The complaints handling arrangements above are without prejudice to your rights in law.

13/02/2024
LSW1894