We aim to provide all our customers with a high standard of service and customer care. This is particularly important when dealing with any complaints, which we are committed to resolving as quickly as possible.
How to make a complaint
If your complaint relates to some aspect of the sale of your policy please contact the broker or financial advisor that sold the policy to you.
If your complaint relates to any aspect of administration or claim, please contact MMS at:
Telephone: 0113 2558611
Fax: 0113 2393160
We will acknowledge and record your complaint and try to resolve it by the the close of business on the third working day following receipt. Some complaints may take longer to resolve and we will then write to you to let you know the name of the complaints reviewer who is investigating your complaint and that you can expect to receive a response from them within 2 weeks of the date of your complaint.
Should you remain dissatisfied with the complaints reviewer’s response that you receive, or you have not heard from them within 2 weeks, you are entitled to refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. They aim to conclude the majority of complaints received within 8 weeks.
Lloyd’s contact details are as follows:
One Lime Street
London EC3M 7HA
Telephone: 020 7327 5693
Fax: 020 7327 5225
Should you remain dissatisfied with Lloyd’s decision you may, if you wish, refer your complaint to the Financial Ombudsman Service (FOS).
The FOS is a free independent service in the UK for settling disputes between consumers and businesses providing financial services.
You can refer your complaint to the FOS at any time, but they will need agreement from Lloyd’s to investigate complaints where:
- Lloyd’s have not had the opportunity to put things right
- Lloyd’s have not exceeded the 8 week timescale and have not yet issued their final response
If you decide to refer your complaint to the FOS, after Lloyd’s have issued their final response, you should do so within 6 months of the date on their final response letter.
The FOS’s contact details are as follows:
Financial Ombudsman Service
Telephone: 0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK)