Complaints

In the event that you are dissatisfied please contact us so we can do what we can to help. We take complaints very seriously at Liberty Specialty Markets.  We aim to address all complaints fairly and efficiently in an effective and transparent manner to ensure any issues raised are thoroughly investigated and, where possible, satisfactorily resolved.

If you have any questions or concerns about your policy or the handling of a claim in the first instance please contact your broker, intermediary or retail agent.

However if you wish to make a complaint you may do so in writing or verbally at any time using the contact details below:

The Complaints Manager
Liberty Specialty Markets
20 Fenchurch Street
London,
EC3M  3AW
United Kingdom

Tel: +44 (0)20 3758 0840
Email: complaints@libertyglobalgroup.com

It will help us speed up the process if you are able to provide, when submitting your complaint, the following information:

  • Policy number
  • Date of loss
  • Who did you buy your insurance from?
  • Who is your complaint against?


Once we receive your complaint we will send you a written acknowledgement setting out the time scales for resolution of your complaint.

If your policy is, or you think it is, Underwritten at Lloyd’s please read the additional information, titled Lloyd’s policies only, below as this should assist you in the complaints process.

If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service using the details below:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you are not domiciled in the UK and wish to escalate your complaint to your own local dispute resolution service you are free to do so.  Please contact your broker for further details on which organisation is best placed to assist you should you remain dissatisfied with our response.

As Liberty Mutual Insurance Europe SE is a Luxembourg insurance company, you may also be entitled to refer the dispute to any of the following dispute resolution bodies:

Commissariat aux Assurances
7, boulevard Joseph II,
L-1840 Luxembourg
(+352) 22 69 11 – 1
caa@caa.lu
www.caa.lu

Service National du Médiateur de la consommation
Ancien Hôtel de la Monnaie
6, rue du Palais de Justice
L-1841 Luxembourg
(+352) 46 13 11
info@mediateurconsommation.lu
www.mediateurconsommation.lu

Médiateur en Assurances
ACA,
12, rue Erasme
L-1468 Luxembourg
(+352) 44 21 44 1
mediateur@aca.lu
www.ulc.lu

You can also raise a complaint about a product or service purchased online within the European Union to the Online Dispute Resolution (ODR) platform. Details of how you can do this can be found on their website.

Lloyd’s policies only

In addition to the contact details above, if your policy is underwritten at Lloyd’s you may direct your complaint at any time to the Complaints Team at Lloyd’s.

Complaints
Lloyd’s Market Services
One Lime Street
London
EC3M 7HA
United Kingdom

Tel: +44 (0)20 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Lloyd’s policies can be identified by any of the following terms which might be in your policy documents:

Lloyd’s
Underwriters at Lloyd’s
Syndicate 4472
Syndicate 190
Syndicate 1980
Syndicate 4473
Syndicate
Lloyd’s of London

If you are not sure whether your Policy is a Lloyd’s Policy please contact us and we will be able to assist you.

The Complaints Team at Lloyd’s can also act not only as a first point of contact and will also re-evaluate your complaint if you remain unhappy with our decision.  If your policy is underwritten at Lloyd’s you may need to ask them to evaluate your complaint before you can refer it to the Financial Ombudsman Service.

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” a copy of which is available at www.lloyds.com/complaints. If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.