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

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:-

Fidentia House
Walter Burke Way
Chatham Maritime

Tel +44 (0)20 7327 5693
Fax +44 (0)20 7327 5225

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at 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.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services, they can normally deal with complaints from private individuals and from small organisations; further information is available from:

Financial Ombudsman Service (FOS)
Exchange Tower
E14 9SR

Helpline: 0800 0234 567

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