Complaints

It is our intention to provide you with a first class service. However, there may be occasions when you feel that this objective has not been achieved. If you are dissatisfied with any aspect of the service that you receive, please contact either your usual insurance advisor or:

The Managing Director,
Glemham Underwriting Limited,
The Technology Centre, Station Road,
Framlingham, Woodbridge,
Suffolk
IP13 9EZ

Tel: 01728 726 594
complaints@glemham.com

Please state whether your complaint relates to the service provided by your insurance advisor, the service or policy cover provided by us, or to a claim you are making under your policy.

Please quote your Policy and/or claim number, the name of your insurance advisor and/or any claim handling organisation and the names of any individuals with whom you have been dealing.

You will receive an acknowledgement within 5 working days of receipt of your complaint together with a detailed timetable of the actions we will take to investigate/handle your complaint.

If, after taking this action, you are still unhappy with the response and your insurance schedule states that your cover is provided by “Underwriters at Lloyd’s”, please contact:

Complaints
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent
ME4 4RN

Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints

If the matter is not resolved to your satisfaction you may request assistance from:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financialombudsman.org.uk
Telephone: +44 (0)30 0123 9123

The Financial Ombudsman Service will become involved if you are an eligible complainant as defined by the rules of the Financial Conduct Authority.

The European Commission also provides an online dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for Glemham Underwriting Limited is the Financial Ombudsman Service which can be contacted directly using the contact details above. For more information please visit The European Commission Online Dispute Resolution website.