Questions and Concerns about this Policy and Complaints Procedure
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service.
If you have any questions or concerns about this Policy or the handling of a claim you should, in the first instance contact:
Covered Insurance Services
PO Box 581
Grays
RM17 9QU
telephone: 020 8059 8542
email: [email protected]
In the event you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to:
The Complaints Team
Tokio Marine Kiln Syndicates Limited
address: 20 Fenchurch Street, London EC3M 3BY
telephone: +44 (0) 20 7886 9000
email: [email protected]
If you are not satisfied with our response, you may refer to Lloyd’s by contacting:
The Complaints Team, Lloyd’s
address: Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN
telephone: +44 (0) 7327 5693
e-mail: [email protected]
facsimile: +44 (0) 7327 5225
website: www.lloyds.com/complaints
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How Can We Help” available at www.lloyds.com/complaints.
If you remain dissatisfied after Lloyd’s has considered the matter, you may be able to refer the complaint to the United Kingdom’s Financial Ombudsman Service (FOS) by contacting:
The FOS
address: Exchange Tower, London E14 9SR
telephone: 0800 0234 567 (calls are free from fixed lines in the United Kingdom)
or 0300 1239 123
email: [email protected]
Making a complaint does not affect your right to take legal action. However, the FOS will not adjudicate on any cases where litigation has commenced.
The FOS can look into most complaints from consumers and small businesses. For more information contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk
Compensation
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if in the unlikely event that we are unable to meet our obligations under this policy. If you are entitled to compensation under the FSCS, the level of compensation payable would depend on the nature of the insurance granted under this Policy.
Further information about the FSCS is available from the FSCS at the address immediately below or on their website: www.fscs.org.uk
Financial Services Compensation Scheme
P.O. Box 300
Mitcheldean
GL17 1DY
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