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 about your policy or the handling of a claim you should, in the first instance, contact us or the broker where applicable. In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time. Making a complaint does not affect any of your legal rights.
Aro Underwriting Group Limited,
55 Buckhurst Avenue,
Kent, TN13 1LZ
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
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 us received your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service 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 9 123, Switchboard: 020 7964 1000
The FOS can help micro-enterprises and small businesses
which are defined as follows –
◦a micro-enterprise is a business which:
◦has a turnover or annual balance sheet that does not exceed €2 million
◦employs fewer than 10 persons
◦a small business is an enterprise which is not a micro-enterprise has an annual turnover of less than £6.5 million, has a balance sheet total of less than £5 million, or employs fewer than 50 employees
They can also assist charities with an annual income of less than £6.5m and trusts with a net asset value of less than £5m; and individuals who act as personal guarantors for loans to businesses they’re involved in.
If you’re a small business, they can only look at your complaint if it relates to events that occurred on or after 1 April 2019. But if you’re a micro-enterprise, they may be able to help with complaints about events before that date.