Complaints Protocol for eligible UK customers

An "eligible UK customer" is a UK-domiciled customer who is:

  • an individual acting outside their business, trade or profession 
  • a business with a turnover or balance sheet of not more than Euros 2 million and fewer than 10 employees.

A complaint may be made against us or an agent of ours when acting on our behalf.

In the event that you wish to make a complaint you may contact us on:

The Compliance Officer 
AEGIS Managing Agency Limited 
33 Gracechurch Street 
London EC3V 0BT

Telephone: +44 (0)20 7265 2100
Fax: +44 (0)20 7265 2101

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd's. Lloyd's will investigate the matter and provide a final response. Lloyd's contact details are as follows:

Market Services
One Lime Street
London EC3M 7HA

Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

Ultimately, should you remain dissatisfied with Lloyd's final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS's contact details are as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: +44 (0)300 123 9 123


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