Complaints Procedure

It is our policy to promote the highest standard of service for our clients. We endeavour to ensure that all complaints are resolved satisfactorily and in a timely manner.

If you have a complaint about our services, you may contact the member of our staff with whom you normally deal.

Alternatively please contact our director at the address below:
Rathbone Square, 28 Tanfield Road, Croydon, Surrey, CR0 1BT.

020 8240 4481

chris.smith@cityoflondonuwa.com

You may make your complaint either orally or in writing. We will acknowledge receipt of your complaint promptly in writing and give you our response at the time, if we can.

If following receipt of our final response or after eight weeks if we have not yet provided you with our final response, if you are an eligible complainant, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Further information is available on their website below.

Financial Ombudsman Service, Exchange Tower, London. E14 9SR 0800 023 4567

www.financial-ombudsman.org.uk

An Eligible Complainant is defined as:

  • Any private individual
  • Any business with a turnover of less than £6.5 million and less than 50 staff or has a balance sheet total or less than £5 million. (small business)
  • A charity which has an annual income of less than £6.5 million
  • A trustee of a trust which has a net asset value of less than £5 million
  • An individual who has given a guarantee or security in respect of an obligation or liability of a small business

Lloyd’s Complaints Procedure

If your policy is placed with a Lloyd’s Syndicate and you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:
Complaints Team
Lloyd’s
One Lime Street
London EC3M 7HA

By email: complaints@lloyds.com 
By phone: +44 (0)20 7327 5693 
By fax: +44 (0)20 7327 5225
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.

You may be entitled to refer the matter subsequently to the Financial Ombudsman Service.