COMPLAINTS AND REDRESS/FEEDBACK
If you have a complaint regarding our practices or performance which you are unable to resolve to your satisfaction with the Partner(s) and/or Associate(s) we have assigned to manage your account, please contact:
The Head of Group Risk & Compliance
JLT Specialty Limited
The St Botolph Building
London EC3A 7AW
Please provide details of the nature and underlying circumstances of your complaint. We will investigate the matter fully, respond to you in detail and, where it considers the complaint reasonable, endeavour to ensure that necessary actions are taken to resolve your complaint.
Making a complaint against us does not replace your right to seek legal redress.
In addition to the above we would welcome any comments that you have with regard to our service. Our customer feedback form can be found on our website at: http://www.jlt.com/contact-us
FINANCIAL OMBUDSMAN SERVICE (FOS)
Certain personal and small business clients are eligible to pursue unresolved complaints with the FOS. We can advise you whether you are eligible to complain to the FOS or you can contact them directly at:
Financial Ombudsman Service Exchange Tower
Harbour Exchange Square London E14 9GE
Telephone:0800 023 4 567 (in the UK)
+44 20 7964 0500 (from outside the UK).
FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)
Certain personal and small business policyholders are entitled to compensation from the FSCS if we cannot meet our obligations. Full details and further information on the scheme are available from the FSCS as detailed below:
Address:Financial Services Compensation Scheme (FSCS)
10th Floor Beaufort House
15 St Botolph Street London EC3A 7QU
Telephone:020 7741 4100 or 0800 678 1100 (in the UK)
+44 20 7741 4100 (from outside the UK).
If you are a Lloyd’s policyholder and you wish to make a complaint, you can do so at any time by referring the matter to the Complaints team at Lloyd’s.
One Lime Street
London EC3M 7HA
Telephone:020 7327 5693
Fax:020 7327 5225
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 (FOS).
If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is: http://ec.europa.eu/odr
FOR CLIENTS IN THE CHANNEL ISLANDS
Please refer to the following (Channel Islands) Business Protocols identifying the regulators and ombudsmen in these territories.