Munich Re Syndicate Limited

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Handling Complaints

Complaints are handled with the utmost importance and care at Munich Re Syndicate Limited. We aim to resolve all complaints in an efficient manner whilst ensuring compliance with the complaints handling procedural requirements set out by the Financial Conduct Authority (FCA), Lloyds and other applicable regulatory bodies.

At first instance, if you have any questions or concerns about your policy or the handling of a claim please contact your broker, intermediary or retail agent.

If you would like to make a complaint to Munich Re Syndicate Limited please provide us with the following information, written or verbally, so that we can deal with your complaint as effectively as possible:

  • Your policy number and/or claim reference number (if applicable)
  • Your full name, address and contact telephone number
  • Details of any previous correspondence you have had with Munich Re Syndicate Limited
  • Full details of your complaint and who it is against


Our contact details in relation to handling complaints are as follows:

Claims Department
Munich Re Syndicate Limited
St Helen’s
1 Undershaft
London EC3A 8EE

Email: wtk.claims@mrunderwriting.com
Tel: +44 (0)20 7886 3925

Lloyd’s multi-stage complaints process
As all Munich Re Syndicate Limited policies are underwritten at Lloyd’s of London we have a multi-stage complaints process, in which, if you are still not satisfied that your complaint has been adequately dealt with upon contacting us using the details above, you can also direct your complaint at any time to the Lloyd’s Complaints Department. Their contact details are as follows:

Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

Tel: +44 (0)20 7327 5693
Email: complaints@lloyds.com


Details of Lloyd’s complaints procedure are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address. If you remain dissatisfied after Lloyd’s has considered your complaint, you can also refer your complaint to the Financial Ombudsman Service.


Financial Ombudsman Service
If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you are entitled to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:

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

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service is free and impartial and contacting them at any stage does not affect your legal rights.

The European Commission Online Dispute Resolution Platform (ODR)
You are also entitled to raise a complaint in relation to any products or services purchased online by registering your complaint with the Online Dispute Resolution (ODR) platform. Further details on this are provided on the ODR’s website (http://ec.europa.eu/odr).

Information

Syndicate 457 at Lloyd's, managed by Munich Re Syndicate Limited is authorised by Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority.


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This publication is available exclusively to Munich Re clients. Please contact your Client Manager.