Complaints

We always try to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. But if you ever feel let down by the level of service you receive, we encourage you to let us know.  

MS Amlin and Lloyd's

Full details of our complaints process can be found within our wording, however, in the first instance please contact our Complaints Representative at:

MS Amlin, 11 Tower View,
West Malling, Kent ME19 4UY

Tel: +44 (0)1732 223600
Fax: +44 (0)1732 223601
E-mail: yachts@msamlin.com

If we cannot resolve your complaint within 4 working days, it will be passed to the Complaints Department of MS Amlin Underwriting Limited. If it is still not resolved within two weeks (from the date we received your complaint), you may pass it to the Complaints Department at Lloyd’s. Their details are: 

Complaints, Fidentia House, Walter Burke Way,
Chatham Maritime, Chatham, Kent, ME4 4RN

Tel: +44 (0) 20 7327 5693
Fax: +44 (0) 20 7327 5225
Email: complaints@lloyds.com

The Financial Ombudsman Service

If you remain dissatisfied or have not received a reply within 8 weeks of your original complaint then you are entitled to refer the matter to The Financial Ombudsman Service, who will independently consider your complaint free of charge. Their details are:

The Financial Ombudsman Service,
Exchange Tower, London E14 9SR

Tel: 0800 023 4567 Outside the UK: +44 (0)20 7964 0500
Fax: +44 (0)20 7964 1001
E-mail: complaint.info@financial–ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Please be aware that local rules and regulations often differ and the above process may not be applicable to you if you are a resident of another country than the UK. In our acknowledgment of your complaint, we will inform you of the dispute resolution options available to you based on your country of residence, including all required contact details. 

Online Dispute Resolution

The Online Dispute Resolution website is an official website managed by the European Commission. It is dedicated to helping consumers and traders resolve their disputes out-of-court. For more information please click here and select your chosen language.