Complaints

 

If we, or any of our partners or suppliers, have not delivered the high standards of service you expect, please contact us as follows:-

Complaints
One Underwriting Limited
34 Lime Street
London
EC3M 7AT

We will investigate your complaint and try and resolve it as quickly as possible.

If you are a UK policyholder and you remain dissatisfied you can refer the matter to Lloyd’s. The address and contact details are as follows: 

Complaints 
Lloyd’s
One Lime Street
London EC3M 7HA 

Email complaints@lloyds.com 
Telephone +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and 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.

If you are seeking resolution as an individual acting for purposes outside your trade business or profession as a micro-enterprise (a smaller business that has a turnover or annual balance sheet of not more than two million euros and fewer than ten employees) a charity with less than £1m annual income or a trustee of a trust with net asset value of less than £1m, you may refer the matter to the following organisation 

Financial Ombudsman Service 
Exchange Tower
London E14 9GE 

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

Financial Ombudsman Consumer helpline:
0800 023 4567
Calls to this number are now free on mobile phones and landlines.
0300 123 9123
Calls to this number cost no more than calls to 01 and 02 numbers.

From abroad please call on +44 20 7964 0500.

Lines open:
Mon - Fri, 8am to 8pm
Saturday, 9am to 1pm
 

European Online Dispute Resolution Platform
If you have purchased your policy online, you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is ec.europa.eu/odr