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Axiom / Lloyds Complaints Procedure

We aim to provide the highest service standards at all times however, if for any reason you are not satisfied, we would like to hear from you. The procedure below has been put in place to ensure that your concerns are dealt with promptly and fairly. Please remember to quote your name as shown on your current policy schedule and the policy number or the claims number in all correspondence and telephone calls.

If you are dissatisfied with any aspects of the sale of Your insurance you should contact The Complaints Manager, KennCo Underwriting Ltd, Suites 5-7, Grange Road Office Park, Grange Road, Rathfarnham, Dublin 16. For all other complaints, a Complaints Procedure is available to you to contact the Insurer directly. The address is detailed below: If you have already contacted KennCo Underwriting Ltd about your complaint, and they have not resolved Your complaint to Your satisfaction you may still contact the Insurer:

Complaints Procedure

Sections 1-12, 14 and 15

Any complaint should be addressed to:

Service Manager, Operations Team, Lloyd’s Insurance Company S.A., Bastion Tower, Marsveldplein 5, 1050 Brussels, Belgium Tel: +32 (0)2 227 39 39

Email: enquiries.lloydsbrussels@lloyds.com

 

Should you remain dissatisfied, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The Contact details are as follows:

Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Republic of Ireland Tel: +353 1 567 7000

Email: info@fspo.ie

Website: www.fspo.ie

 

If you have purchased your contract online you may also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is www.ec.europa.eu/odr.

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.

 

Section 13 Legal Costs and Expenses

Please forward details of your complaint to Arc by:

phoning 01206 615000

emailing customerservice@arclegal.co.uk

writing to Arc Legal Assistance Ltd, PO Box 8921, Colchester, CO4 5YD

 

If the matter still cannot be resolved to your satisfaction, you have the right to refer to: The Financial Ombudsman Service (FOS), Exchange Tower, London E14 9SR. Tel: +44 (0) 800 023 4567

The Financial Ombudsman Service can only deal with your claim after you have followed the full complaints procedure.