Complaints

If you have any questions or concerns about your policy or handling of a claim you should, in the first instance, contact the broker who arranged the policy for you.

In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Compliance Manager at:

Decus Insurance Brokers Ltd
1st Floor
37 – 39 Lime Street
London
EC3M 7AY
UK
Telephone number:
Fax number:
Email:
+44 203 006 6630
+44 203 006 6631
jharris@decusbrokers.com

In the event that Decus is unable to resolve your complaint you may refer the matter to the complaints team at Lloyd's:

Complaints
Lloyd's of London
One Lime Street
London
EC3M 7HA
UK
Telephone number:
Fax number:
Email:
Website:
+44 207 327 5693
+44 207 327 5225
complaints@lloyds.com
www.lloyds.com/complaints

If you are still dissatisfied you may be entitled to refer the matter further, depending on where you are located:

If you are located within the United States of America and are still dissatisfied you may be able to refer your matter to your state’s department of insurance. Please contact your state’s department of insurance to refer the matter. In most cases you will be able to submit details on your state’s department of insurance website.

If you are located within the United Kingdom and are still dissatisfied you may be able to refer the matter to the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
UK
Telephone number:
Fax number:
Email:
Website:
+44 207 964 1000
+44 207 964 1001
complaint.info@financial-ombudsman.org.uk
http://www.financial-ombudsman.org.uk/

If you are located within the European Union and are still dissatisfied you may be able to refer the matter to the European Online Dispute Resolution platform.

Website: http://www.financial-ombudsman.org.uk/