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Ergo Lloyds Complaints Procedure

Enquiries & Complaints Procedure

If you have any questions or concerns about your Policy or the handling of a claim you should, in the first instance, contact the Insurance Broker who arranged this Policy for you.

Please quote your Policy number in all correspondence so that your concerns may be dealt with speedily.

If your Insurance Broker is unable to resolve the complaint to your satisfaction by close of business the following day then you should contact:

In Relation to Sections 1, 2, 3, 7 & 8

For Complaints Relating to a Claim:                

All Other Complaints:

The Complaints Manager
ERGO Versicherung AG, UK Branch
4th Floor, 35 Newhall Street, Birmingham, B3 3PU.
Phone:+44 (0)121 200 5822
Fax: +44 (0)121 236 2889

The Complaints Manager
KennCo Underwriting Ltd
Suites 5, 6 & 7 Grange Road Office
Rathfarnham, Dublin 16
Phone +353 1 499 4600
Fax +353 1 495 4627
E-mail    complaints@kennco.ie

If KennCo Underwriting Ltd or ERGO Versicherung AG, UK Branch remains unable to resolve the complaint to your satisfaction then you may also have the right to refer your complaint to the relevant ombudsman:

ERGO Versicherung AG, UK Branch:                

KennCo Underwriting Ltd:

The Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall
London, E14 9SR
Phone:Phone: 0800 023 4 567
Fax: +44 20 7964 0500

Further information is available at www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Your rights as a customer to take legal action are not affected by the existence or use of the complaints procedure mentioned above. However the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced.

KennCo Underwriting Ltd:

Financial Services and Pensions Ombudsman
3rd Floor, Lincoln House, Lincoln Place, Dublin 2

Lo Call 1890 882090
Phone +353 (0)1 662 0899

Further information is available from them and on https://www.fspo.ie/
Email: info@fspo.ie

IN RELATION TO SECTIONS 4, 5 & 6

Any complaint should be addressed in the first instance to:

The Complaints Manager
KennCo Underwriting Ltd
Suites 6 & 7 Grange Road Office Park,
Grange Road, Rathfarnham, Dublin 16
Phone: +353 1 499 4600
Fax: +353 1 495 4627
E-mail:complaints@kennco.ie

If you remain dissatisfied with the decision on your complaint or you have not received a decision within ten business days you may, if you wish, refer your complaint to the Lloyd’s Country Manager for Ireland who will investigate and assess this complaint and aim to provide you with a final response within forty business days of the complaint being made to the party named above.

The contact details are as follows:

Lloyd’s Country Manager
Lloyd’s Representative Ireland Ltd
7/8 Wilton Terrace, Dublin 2, Ireland
Tel: +353 1 644 1000
E-mail:lloydsireland@lloyds.com

Should you remain dissatisfied with the final response from Lloyd’s Country Manager for Ireland or if you have not received a final response within forty business days of the complaint being made, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The contact details are as follows:

Financial Services and Pensions Ombudsman
3rd Floor, Lincoln House, Lincoln Place, Dublin 2

Tel: +353 (0)1 662 0899
Fax: +353 (0)1 662 0890

Email info@fspo.ie

Also, you may be eligible to refer your complaint via the European Commission’s Online Dispute Resolution (ODR) platform, full details of which, can be found here.

The complaints handling arrangements above are without prejudice to your rights in law.