It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly.

How to Complain

Should you wish to complain you may do so:

In writing to Cliverton, Milburn House, Dean Street, Newcastle upon Tyne, NE1 1PP

By email to

By telephone on +44 (0)191 232 1151

Your complaint will be acknowledged within five working days, advising you who is dealing with the complaint and setting out our complaint handling procedures. You will be advised within eight weeks as to the resolution of your complaint but, if it cannot be resolved within that period, we will keep you informed of progress and the likely timescale involved.

Ultimately, should you not be satisfied with our final response or, if applicable, with the final response from the Lloyd’s complaints team, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). Their contact details are as follows:

Financial Ombudsman Service

Exchange Tower


E14 9SR

Telephone: +44 (0)800 023 4567 or +44 (0)300 123 9123