Complaints Management

Contacts

Any complaint should be addressed to:
Head of Complaints Management
Lloyd’s Insurance Company SA
Bastion Tower
Marsveldplein 5
1050 Brussels
Belgium
Tel: +32 (0)2 227 39 40
E-mail: lloydseurope.complaints@lloyds.com

Complaints must be submitted in writing, on a durable medium, preferably in digital form, and must include all information relevant for proper handling, namely the complainant’s full details and a clear description of the facts giving rise to the complaint.

Receipt of your complaint will be acknowledged in writing within 5 (five) business days of submission. At that time, you will be informed of the expected date for completion of the assessment.

A decision on your complaint will be communicated in writing within 20 (twenty) business days [or 30 (thirty) business days in exceptional cases or where the complaint involves particular complexity], counted from the date of receipt of the complaint.

If, within 20 (twenty) business days [or 30 (thirty) business days in exceptional cases or where the complaint involves particular complexity] from the date of receipt of the complaint, the complainant remains dissatisfied with the final response, or if no response has been provided, the complaint may be submitted to the independent Customer Ombudsman appointed by Lloyd’s Insurance Company SA. The Customer Ombudsman will review the complaint within 30 (thirty) business days from the date of receipt [or 45 (forty-five) business days in exceptional cases] and will issue a corresponding recommendation.

The contact details are as follows:
Mr Gonçalo Vareiro
FIRM Fragoso, Vareiro Sociedade de Advogados SP, RL
Avenida da Liberdade, 67-B, 2A
1250-140 Lisbon
Portugal
Tel: +351 213 472 251
E-mail: gv@firm.legal

You may also submit a complaint to the Insurance and Pension Funds Supervisory Authority. The contact details are as follows:
Insurance and Pension Funds Supervisory Authority
Avenida da República, No. 76
1600-205 Lisbon
Portugal
Tel: +351 21 790 31 00
Fax: +351 21 793 85 68

The above complaint-handling mechanisms do not affect your right to initiate legal proceedings before the courts or to resort to an alternative dispute resolution entity, in accordance with your contractual rights.