Documents and claims guidance

Our aim is to provide you with a high quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to make a complaint.

If you do want to complain, please note the 3 steps below, along with the relevant contact details for each step.

Please take special note that if you want to make your complaint directly to Lloyd’s in the first place, you can do so by using the contact information referenced in Step 2 below.

Step 1:

Firstly, if your complaint is about a claim, please direct it to the relevant claims handler:

All Claims (other than Gadget claims)

Roger Rich & Company Part of the Claims Consortium Group
Phone: 01608 641 351 (this is a basic rate number)
Email: travelplus@claimsconsortiumgroup.co.uk
Write to: 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire OX7 5SR39

Gadget Claims

Davies Group Limited
Phone: 0345 030 8135 (this is a basic rate number)
Email: gadgetclaims@davies-group.com
Write to: P.O Box 2801, STOKE-ON-TRENT, ST4 9DN

If your complaint is not about a claim, please direct it to:
PJ Hayman & Company Limited
Phone: 02392 419 833 (this is a basic rate number)
Email: customerservices@pjhayman.com
Write to: Stansted House, Rowlands Castle, Hampshire PO9 6DX

Step 2:

If you are still unhappy with the outcome of your complaint from PJ Hayman & Company Limited or your claims handler you may refer your complaint to Lloyd’s. Lloyd’s contact information is:
Complaints at Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Kent ME4 4RN
Tel: +44 (0)20 7327 5693 (this is a basic rate number)
Email: complaints@lloyds.com
Website: www.lloyds.com
Details of Lloyd’s complaints procedure are set out in a leaflet “Your complaint. How we can help”, which is available at the website address above. Alternatively, you may ask Lloyd’s for a hard copy.

Step 3:

If you are still unhappy after Lloyd’s has looked at your complaint, you might have the right to refer your complaint to an alternative dispute resolution (ADR) body.

If you live in the United Kingdom the contact information is:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines)
Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you live in the Isle of Man, the contact information is:
Financial Services Ombudsman Scheme, Thie Slieau Whallian, Foxdale Road, St John’s, Isle of Man IM4 3AS
Tel: +44 (0) 1624 686500
Fax: +44 (0) 1624 686504
Email: ombudsman@iomoft.gov.im
Website: https://www.gov.im/oft/ombudsman/

If you live in the Channel Islands, the contact information is:
Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands JE4 9QG
Jersey: +44 (0)1534 748610
Guernsey: +44 (0)1481 722218
International +44 1534 748610
Fax: +44 1534 747629
Email: enquiries@ci-fo.org
Website: www.ci-fo.org

The Financial Ombudsman Service may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:

• A small business which has an annual turnover of more than £6.5 million; and has an annual balance sheet of more than £5 million; or employs more than 50 persons.
• A trustee of a trust with a net asset value of more than £5 million; or
• A charity with an annual income of more than £6.5 million.

The Financial Ombudsman Service is an independent service for settling disputes between consumers and businesses providing financial services. The complaints handling arrangements above are without prejudice to your rights in law.