Complaints Notice
Whilst we endeavour to always offer you the best possible service, we appreciate that unfortunately sometimes things do go wrong, and we would like you to tell us if this happens.
If you wish to make a formal complaint about your policy, you should contact us in writing (letter or email) to the address shown below; or
Anansi Complaints Manager, OneAdvent, 4th Floor, 107 Fenchurch Street, London, EC3M 5JF
Email: complaints@oneadvent.com
We will review your complaint and we will investigate the circumstances regarding your complaint and write to you within fourteen (14) calendar days with a response.
If you are not satisfied with the response or have not received a response from us within fourteen (14) calendar days, you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and provide you with a written final response. If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:
Complaints, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN
Email complaints@lloyds.com
Tel +44 (0) 20 7327 5693
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at https://www.lloyds.com/resources-and-services/make-a-complaint/policyholder-complaint/complaints-by-uk-policyholders and are also available from the above address.
If you remain dissatisfied after Lloyd’s has considered your complaint you may have the right to refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Tel: 0800 023 4567 (free phone for UK callers)
Web: www.financial-ombudsman.org.uk
Please remember that you will have to refer your complaint to the Financial Ombudsman Service within 6 months of receiving Lloyd’s final response.
Making a complaint will not affect your legal rights. If you appoint someone to act on your behalf or if you ask someone else to act on your behalf you should provide us with written authority to allow us to deal with them. We will not pay their costs.
The Financial Services Compensation Scheme
The Financial Services Compensation Scheme covers this policy. You may be entitled to compensation from this scheme if we cannot meet our liabilities under this policy. Further information about compensation scheme arrangements is available at www.fscs.org.uk or by telephoning 0207 741 4100.”