How to make a complaint
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service.
If you have any questions or concerns whether about your policy, the handling of a claim, the service you have received, or how we have handled your personal data, you should, in the first instance, contact us or the broker where applicable. If you remain dissatisfied and wish to make a complaint, you can do so at any time, and our complaints service is free of charge. We will handle your complaint fairly and, depending on who is responsible for the matter, may refer it to your insurer or to Lloyd’s, as explained below. Making a complaint does not affect any of your legal rights.
Contact Us
Aro Underwriting Group Limited,
3, The Old Yard,
Rectory Lane,
Brasted, Westerham,
TN16 1JP
contact
Telephone:
01732 783 575
Email:
complaints@aro-underwriting.com
Website:
www.aro-underwriting.com
Lloyd's Policyholders
Lloyd’s Policyholders
If your complaint cannot be resolved within two weeks, or if you have not received a response within two weeks you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and provide you with a written final response.
Lloyd’s contact details are (Lloyd’s policies only):
Post: Complaints, Fidentia House, Walter Burke Way. Chatham Maritime, Chatham, Kent, ME4 4RN
Telephone: +44 (0) 20 7327 5693
Email: complaints@lloyds.com
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 are also available from the above address.
Financial Ombudsman Service (FOS)
If you remain dissatisfied after Lloyd’s has considered your complaint, or if you have not received a written final response within eight weeks from the date we received your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS), who will independently consider your complaint free of charge.
Their contact details are:
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0300 123 9123 | Switchboard: 020 7964 1000
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Please note:
The FOS can help micro‑enterprises and small businesses, which are defined as follows:
A micro‑enterprise is a business which:
- employs fewer than 10 persons; and
- has an annual turnover or annual balance sheet total not exceeding €2 million
A small business is an enterprise which:
- is not a micro enterprise.
- has an annual turnover of less than £6.5 million; and
- either has a balance sheet total of less than £5 million or employs fewer than 50 persons
They can also assist charities with an annual income of less than £6.5 million and trusts with a net asset value of less than £5 million, as well as individuals who act as personal guarantors for loans to businesses they are involved in.
If you are a small business, the FOS can only consider complaints relating to events that occurred on or after 1 April 2019. Micro‑enterprises may be able to refer complaints relating to earlier events.
The Financial Ombudsman Service is an independent body set up to resolve disputes between regulated firms and their customers.
Full details are available at www.financial-ombudsman.org.uk