Complaint Handling Procedures

It is our intention to provide a high level of service at all times. However, if you have any reason to complain about our service you have received, please contact us as soon as possible.

You can complain in writing or verbally at any time to:

Complaints Officer,
SEIB,
South Essex House,
North Road,
South Ockendon,
Essex,
RM15 5BE.
Tel No: 01708 850000
Email: enquiries@seib.co.uk

Our promise to you

We will aim to resolve your complaint within one business day.

If this is not possible:

  • We will promptly acknowledge all complaints.
  • All complaints will be investigated diligently and impartially.
  • We will respond formally to your complaint as soon as possible.
  • We will keep you informed of the progress of the investigation.

If you are not satisfied with our response, or we have not completed our investigation after eight weeks, we will inform you of your right to take the complaint to:

The Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR.
Tel: 0800 0 234 567
Email: complaint.info@financial-ombudsman.org.uk
Web: http://www.financial-ombudsman.org.uk

This complaints procedure does not affect your right to take legal proceedings.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at http://www.financial-ombudsman.org.uk

Consumers with a policy underwritten by a Lloyd’s Syndicate (please refer to your policy wording to see who underwrites your policy and contact SEIB if you are unsure):

If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact SEIB Insurance Brokers, South Essex House, North Road, South Ockendon, Essex, RM15 5BE.

In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter as outlined in your policy wording or to the Complaints team at Lloyd’s.

The address of the Complaints team at Lloyd’s is:

Complaints,
Lloyd’s,
One Lime Street,
London EC3M 7HA
Tel No: 020 7327 5693
Fax No: 020 7327 5225
E-mail: complaints@lloyds.com
Website: http://www.lloyds.com/complaints

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

Commercial customers with a policy underwritten by a Lloyd’s Syndicate (please refer to your policy wording to see who underwrites your policy and contact SEIB if you are unsure):

In the event that you remain dissatisfied and wish to make a complaint, it may be possible in certain circumstances for you to refer the matter to the Complaints team at Lloyd’s.

Their address is:

Complaints,
Lloyd’s,
One Lime Street,
London EC3M 7HA
Tel No: 020 7327 5693
Fax No: 020 7327 5225
E-mail: complaints@lloyds.com
Website: http://www.lloyds.com/complaints

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

If you have bought your insurance online, you can also register your complaint on the Dispute Resolution website, which has been set up by the European Commission. This complaints handling procedure does not affect your right to take legal proceedings.