Complaints
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In the event that you wish to make a complaint, you can do so at any time by referring the matter in the first instance to:
The Compliance Department
Munich Re Specialty - Global Markets, Syndicate
1 Fen Court
London
EC3M 5BN
Email: MRSL-complaints@munichre.com
Lloyd's multi-stage complaints process
In the event that you remain dissatisfied with the outcome of your complaint, you may wish to escalate it to the Complaints Team at Lloyd’s. Lloyd’s operates a two stage complaints process:
Stage One
Referral to Underwriters
In the first instance, the underwriters of your policy will review your complaint and hope to resolve the matter. They will investigate the circumstances regarding your complaint and write to you within two weeks with their response.
Stage two
If you are not satisfied with the underwriter’s response or you have not been provided with a stage one response within two weeks, you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and provide you with a written final response.
Complaints Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Email: complaints@lloyds.com
Telephone: +44 (0) 20 7327 5693
Fax: +44 (0) 20 7327 5225
Website: www.lloyds.com/complaint
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 also available from the above address.
Financial Ombudsman Service
If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the United Kingdom Financial Ombudsman Service. Alternatively, you may be entitled to refer your complaint to your local ombudsman or dispute resolution body. The address of the United Kingdom Financial Ombudsman Service is:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk