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Complaints handling at Lloyd’s Europe

It is Lloyd’s Europe policy that all complaints should be handled quickly, fairly and in accordance with applicable regulatory requirements.

Lloyd’s Europe believes that the vast majority of its policyholders will have a positive experience dealing with Lloyd’s Europe and their managing agents, coverholders and DCAs. However, when complaints do arise, complainants should expect to have their complaints dealt with promptly and in a fair way.

Lloyd’s Europe requirements for handling of complaints are set out within the Operational Guidance – Complaints Handling, together with the template spreadsheets for the notification of complaints. Both are available on demand, please contact lloydseurope.complaints@lloyds.com.

Managing agents, coverholders and DCAs underwriting relevant business must ensure that their processes and procedures are compliant with the requirements of this Operational Guidance as well as the specific country requirements.

Complaints in all territories should be notified to the Complaints team via email as given below:

Email id for communicating with Email address
Lloyd’s Europe lloydseurope.complaints@lloyds.com (for all communication regarding LBS complaints except the notification sheet)

lloydseurope.complaints-notification@lloyds.com (for LBS notification sheet)

Lloyd’s Italian Office lloydseurope.servizioreclami@lloyds.com

or

lloydseurope.servizioreclami@pec.lloyds (certified mail)

Lloyd’s Spanish Office loydseurope.madrid@lloyds.com (for all communication regarding Spanish complaints Freedom of Establishment)

Useful documents:

The below leaflet, acknowledgment letter and response letter templates apply to complaints from all EEA countries apart from complaint process in Italy.

These templates are available on demand in all EU official languages, please contact lloydseurope.complaints@lloyds.com.

Complaints handling for the European Economic Area

Lloyd’s Europe has introduced complaints handling processes for all policyholders within the EEA as detailed for each of the territories in the section below.