What to do if you have a complaint

Our aim is to provide you with a high-quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to lodge a complaint.

If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step.

Please take special note that should you wish to direct your complaint directly to Lloyd’s in the first instance, you may do so by using the contact information referenced in Step 2 below.

Step 1

In the first instance please direct your complaint to:
The Managing Director
Compass Underwriting Limited
50 Mark Lane
London EC3R 7QR

Tel: 020 7398 0100
Email: info@compassuw.co.uk

Step 2

Should you remain dissatisfied with the outcome of your complaint from the administrator, your legal rights are not affected and you may refer your complaint to Lloyd’s. Lloyd’s contact information is:

Complaints at Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Tel: +44 (0)20 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedure are set out in a leaflet “How We Will Handle Your Complaint”, which is available at the website address above. Alternatively, you may ask Lloyd’s for a hard copy.

Step 3

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to an alternative dispute resolution (ADR) body.

If you live in the United Kingdom or the Isle of Man, the contact information is:

Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines).
Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers).
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you live in the Channel Islands, the contact information is:
Channel Islands Financial Ombudsman
PO Box 114
Jersey, Channel Islands
Jersey +44 (0)1534 748610
Guernsey +44 (0)1481 722218
International +44 1534 748610
Facsimile +44 1534 747629
Email: enquiries@ci-fo.org
Web: www.ci-fo.org

Alternatively, if you live in the UK and if you purchased your insurance online*, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Economic Area (EEA), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform by clicking on the following link: http://ec.europa.eu/consumers/odr/

This does not affect your right to submit your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect your complaint to the relevant ADR body detailed above.

* “Online” includes all products sold via a website, email, telephone and social media amongst others with a digital element.

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