Complaints

We aim to provide a high level of service at all times but recognise that occasionally things do go wrong. We take all complaints seriously and will endeavour to resolve your problem immediately.


What steps can you take?

Thames Underwriting Limited acts on behalf of Lloyd’s Syndicates and Insurance Companies.

The complaints procedure will depend on the Insurer or the Lloyd’s Syndicate You Insurance Policy is placed with. Please refer to Your Policy Schedule and or Wording for full details of the procedure and contact information. If you require any assistance, please contact us.

If you have any questions or concerns about Your policy or the handling of a claim You should, in the first instance, contact;

Thames Underwriting Limited
Monometer House
Rectory Grove
Leigh-on-Sea
SS9 2HN

Email: enquiries@thamesunderwriting.com
Tel +44 (0)1702 713636

If Your Insurance Policy is arranged with a Lloyd’s Syndicate

In the event that You wish to make a formal complaint You should contact the Compliance Officer at Syndicate detailed in Your Policy Wording.

In the event that You remain dissatisfied You can refer the matter to Lloyd’s. Their address and contact details are as follows:-

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

Email: complaints@lloyds.com
Tel +44 (0)20 7327 5693
Fax +44 (0)20 7327 5225
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures 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 may have the right to refer Your complaint to the Financial Ombudsman Service.

If You are seeking resolution as an individual acting for purposes outside their trade business or profession as a micro-enterprise (a smaller business that has a turnover or annual balance sheet of not more than two million euros and fewer than ten Employees) a charity with less than £1m annual income or a trustee of a trust with net asset value of less than £1m. You may refer the matter to the following organisation

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 0234 567 (landline)
Telephone: 0300 123 9 123 (mobile)
Website: www.financial-ombudsman.org.uk


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