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Complaints

How To Make A Complaint

First class customer service is our top priority and we want you to be happy.

We always try to provide an excellent standard of service. We realize that things can go wrong and there may be times when you feel that we have not provided the service you expected.

When this happens we want to hear about it so that we can try to put things right.

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There are two ways you can make a complaint;

If you would like to make a complaint about customer service you have experienced, or a general matter then please click here and fill in the form and we will get back to you as soon as we possibly can.

If you would like to make a complaint regarding an unpaid claim or your policy or benefits then please see below. This option is for more serious complaints regarding your insurance itself.

 

Who to contact?

So that your complaint is dealt with as quickly and efficiently as possible you will need to make sure that;

  • You are talking to the right person and;
  • You are giving them the right information

 

When you contact us

  • Please give your name and phone number
  • Please give your policy or claim number and the type of policy you hold
  • Please explain the reason for your complaint clearly and concisely.

 

Step one – making your complaint

For complaints relating to your policy or benefits please contact;

0800 032 4456

info@compassuw.co.uk

For written details: The Customer Service Manager, Compass Underwriting, 50 Mark Lane, London, EC3R 7QR

Please include;

  • Write complaint at the top of the letter.
  • Give your full name, postcode and phone numbers.
  • Include the type of policy, policy number or claim number.
  • Explain clearly and concisely the reason for your complaint.

Step two

If you remain dissatisfied with the outcome of your complaint please contact;

Complaints at Lloyds, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN

complaints@lloyds.com

020 7327 5693

Step three

If it is not possible to reach an agreement you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than £2 million and fewer than 10 staff.

You may contact the FOS at: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, Docklands, London, E14 9SR.

 

Online Dispute Resolution

If you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU) who have bought goods or services online, get their complaint resolved.

You can access the ODR Platform by going to the following link:

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage