Complaints

We’re Here to Help

If you are dissatisfied with our services, please reach out to us. At Liberty Specialty Markets, we take complaints very seriously and are committed to addressing them fairly and efficiently. We aim to thoroughly investigate all issues raised and resolve them satisfactorily whenever possible.

Questions or Concerns?

For any questions or concerns regarding your policy or the handling of a claim, please contact your broker, intermediary, or retail agent first.

How to Make a Complaint

If you wish to file a complaint, you can do so either in writing or by phone using the contact details below:

Customer Outcomes Manager
Liberty Specialty Markets
20 Fenchurch Street
London, EC3M 3AW
United Kingdom

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

To expedite the process, please include the following information when submitting your complaint:

  • Policy number
  • A copy of the policy schedule
  • The name of the person or company from whom you purchased your insurance
  • A summary of your complaint, including who you feel is responsible

Once we receive your complaint, we will acknowledge it in writing and provide a timeline for resolution.

We are committed to helping our customers as much as possible. If there are any specific circumstances or requirements that you think we should know about, such as a disability, financial hardship, bereavement – or anything else, then please let us know. 

Additional Information for Lloyd’s Policies

If your policy is, or you believe it to be, underwritten at Lloyd’s, please refer to the section titled "Lloyd’s Policies Only" below for more information that may assist you in the complaints process.

If You're Still Dissatisfied

If you remain dissatisfied with our response to your complaint or if our investigation takes longer than eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service using the details below:

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

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

If you are not based in the UK and wish to escalate your complaint to your local dispute resolution service, please contact your broker for guidance on which organization can assist you.

Alternative Dispute Resolution for Luxembourg Residents

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

Commissariat aux Assurances
11 Rue Robert Stumper, 
2557 Gasperich Luxembourg
Tel: (+352) 22 69 11 – 1
Email: caa@caa.lu 
Website: www.caa.lu 

Service National du Médiateur de la consommation – this service is not available to our commercial customers
Ancien Hôtel de la Monnaie
6, rue du Palais de Justice
L-1841 Luxembourg
Tel: (+352) 46 13 11
Email: info@mediateurconsommation.lu
Website: www.mediateurconsommation.lu

Médiateur en Assurances
ACA,
12, rue Erasme
L-1468 Luxembourg
Tel: (+352) 44 21 44 1
Website: https://www.mediation-assurance.org/

Lloyd's Policies Only

If your policy is underwritten at Lloyd’s, you may also contact the Lloyd's Complaints Team at any time:

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

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

You can identify Lloyd's policies by terms such as:

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

If you are unsure whether your policy is a Lloyd’s policy, please contact us for assistance.

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

For detailed procedures regarding complaints at Lloyd’s, please refer to the leaflet titled “Your Complaint – How We Can Help,” 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 it to the Financial Ombudsman Service.