Complaints Procedure:

In the event that you experience any problem with this Insurance or the claims process, the arrangements below should be followed and the Insurer will do the utmost to satisfy you:

  1. Write to the Complaints Officer, Cutlers Exchange, 123 Houndsditch, London, EC3A 7BU.
  2. If you are not satisfied with the way a complaint has been dealt with, you may ask the Complaints Department at Lloyd's to review your case without prejudice to your rights in law. The address is: - Policyholder and Market Assistance, One Lime Street, London, EC3M 7HA. Telephone: +44 (0) 20 7327 1000.

Complaints that cannot be resolved by the Complaints Department at Lloyds may be referred to the Consumer Ombudsmen,

Belzuz Abogados SLP,
Sucursal em Portugal
Mr. Nuno Gonçalves da Cunha
Rua Aurea, 40-48
1100- 063 Lisbon
Portugal
Fax: +351 21 3478452
Email: ngc@belzuz.com.pt

The Ombudsman will review the complaint within thirty days of receipt (or forty-five days in exceptional cases) and issue a recommendation accordingly. The recommendation is not binding on the underwriters, however, the Ombudsman must be advised of whether the recommendation has been accepted within twenty days. If the recommendation is not accepted the Ombudsman will inform the complainant accordingly.