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 Syndicate Limited 

    St Helens

    1 Undershaft 

    London

    EC3A 8EE 

    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