Complaints Procedure
Find out how to make a complaint, how we’ll work to resolve your concerns and what options are available if you’re unhappy with the outcome.
Find out how to make a complaint, how we’ll work to resolve your concerns and what options are available if you’re unhappy with the outcome.
We intend to provide you with the highest possible level of customer service at all times.
However we recognise that things can occasionally go wrong, and if this occurs we are committed to resolving matters promptly and fairly.
Insurance Revolution acts on behalf of insurance companies and Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act for you. To identify which procedure applies to you, please refer to your policy wording.
If you have any doubt about which procedure applies to you, Insurance Revolution will be happy to help.
Procedure applicable where the insurer is an insurance company
Should you wish to complain please contact us:
In writing to the Customer Outcomes Manager, Unit 5/6 Citygate, 5 Blantyre Street, Manchester, M15 4JJ
By telephone on 0330 808 1500
By email at complaints@insurancerevolution.co.uk
Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service.
In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By e-mail: complaint.info@financial-ombudsman.org.uk
By phone: 0800 023 4567
Procedure applicable where the insurer is a Lloyd’s syndicate
Should you wish to complain please contact us:
In writing to the Customer Outcomes Manager, Unit 5/6 Citygate, 5 Blantyre Street, Manchester, M15 4JJ
By telephone on 0330 808 1500
By email at complaints@insurancerevolution.co.uk
Should you not be satisfied with the response issued, you may be entitled to refer the matter to Lloyd’s.
If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:
In writing: Complaints, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN
By email: complaints-notifications@lloyds.com
By phone: +44 (0)20 7327 5693
Website: www.Lloyds.com/complaints
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.
If you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk.
You can contact them in one of the following ways:
In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By e-mail: complaints-notifications@lloyds.com / complaint.info@financial-ombudsman.org.uk
By phone: 0800 023 4567
To read more about our complaints procedure, please click here.