Complaints procedure
HOW TO MAKE A COMPLAINT
Our aim is to provide all our customers with a first-class standard of service. However, there may be occasions when you feel this objective has not been achieved. If you have a complaint about your policy or the handling of a claim, the details below set out some of the key steps that you can take to address your concerns.
WHERE DO I START?
If your complaint is about the way in which the policy was sold to You or whether it meets your requirements, you should contact the broker who arranged the policy for you.
If your complaint is about anything else, you should refer it to the contact details as set out below:
complaints@aspect.insure
Chief Operating Officer
Aspect Labs Ltd
Floor 3, 8-9 New Street,
London, EC2M 4TP
Alternatively, you can ask your broker to refer the matter on for you.
Please quote your policy number in all correspondence so that your concerns may be dealt with speedily.
COMPLAINING TO LLOYDS
In the event that you remain dissatisfied, it may be possible in certain circumstances for you to refer the matter to the Complaints team at Lloyd’s.
The address of the Complaints team at Lloyd’s is:
Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
Telephone: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints
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 UNHAPPY
If we have not resolved your complaint at the end of eight weeks, or if after receiving our final response you remain dissatisfied, You may be able to refer your complaint to the Financial Ombudsman Service (contact details below). Youwill have six months from the date of the final response to make this referral.
Your rights as a customer to take legal action are not affected by the existence or use of the complaints procedurementioned above. However, the Financial Ombudsman Service may not adjudicate on a case where court proceedings are actively in progress.
The Financial Ombudsman Service
Harbour Exchange Square
Exchange Tower
London
E14 9GE
Telephone: 0800 0234 567
Further information is available from them and You may refer a complaint to them online at: www.financial-ombudsmn.org.uk.
The Ombudsman will review complaints from eligible complainants. An eligible complainant is defined as:
- a private individual;
- a business which has a group annual turnover of less than
- £6.5m (approx. €8.125m) and either: –
- fewer than 50 staff OR
- an annual balance sheet total of less than £5m at the time the complainant refers the complaint to the respondent;
- a charity which has an annual income of less than £6.5m at the time the complainant refers the complaint to the respondent; or
- a trustee of a trust which has a net asset value of less than
- £5m at the time the complainant refers the complaint to the respondent.