Complaints

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 Syndicate Limited 

1 Fen Court

London

EC3M 5BN 

Email: MRSL-complaints@munichre.com

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.

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