Policyholder queries and complaints
If you have a question about your policy, please contact [policy enquiries email] or your insurance broker.
If you are unhappy with any aspect of your policy or the service you have received, please email [complaints email]. Include your contact details, policy or claim reference if available, and a brief explanation of your concern.
We will acknowledge your complaint and explain the next steps.
Read our complaints procedureHow to make a complaint
We aim to provide a high standard of service. If something has gone wrong, please let us know so we can address your concerns.
You can contact [full legal entity name] by email at [complaints email], by telephone on [number], or by writing to [postal address].
Please provide your name and contact details, your policy or claim reference if available, a description of your concern and how you would like it resolved.
What happens next
We will acknowledge your complaint, explain who will handle it and confirm the applicable response timeframe. We will review your concerns fairly and keep you informed of progress.
Where another organisation is responsible for handling your complaint, we will explain this and arrange referral as appropriate.
If you remain dissatisfied
Depending on your policy and location, you may be entitled to refer your complaint to Lloyd’s or an independent dispute resolution service. We will explain the options and provide the relevant contact details and deadlines.