How to make a complaint?
UK Policyholders
If you are a policyholder and wish to make a complaint about the service you have received, we will investigate your concerns and attempt to resolve the matter.
Please contact us at:
Complaints E-mail: complaints@carbonuw.com
In the event that you remain dissatisfied you may, if you wish, refer your complaint to Lloyd's. Lloyd's will independently review your complaint, taking into account good insurance practice and whether all of the circumstances involved have been considered fairly.
Lloyd's contact details are as follows
Complaints
Lloyd's
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent ME4 4RN
Telephone: +44 (0)20 7327 5693
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints
If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS's contact details are as follows
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Lloyd's Europe Policyholders
If you are a Lloyd's Europe policyholder please check your policy for details of the person to contact. Alternatively, contact your broker. If the complaint relates to a claim, contact whoever has been handling your claim to inform them of your dissatisfaction.
If you cannot find the contact details mentioned in your policy, or if you want to complain about the intermediary, you can contact the Lloyd's Europe complaints:
Head of Complaints Management
Lloyd's Insurance Company S.A
Bastian Tower Marsveldplein
51050 Brussels, Belgium
Telephone: + 32 (0) 2 227 39 40
Email: LloydsEurope.Complaints@lloyds.com
If you are an EU policyholder and your complaint has not been resolved to your satisfaction, you
may have the right to take your complaint to an external dispute resolution organisation. This can
be a regulator, an ombudsman service or another type of external dispute resolution scheme which
will undertake an independent review of your complaint. For the contact details of your specific
country please refer to the Lloyd’s Europe website: www.lloydseurope.com/complaints
International Policyholders
If you are a policyholder based outside of the UK or the EU, please refer to the Lloyd’s Complaints
Handling website for International Policyholders for instructions on how to make a complaint as well as the external dispute resolution organisations available to you.