We are committed to providing a high quality insurance service to all our customers and are constantly striving to enhance the experience our customers have with us. However, we want to know if we have not delivered the service that you were expecting from us or if we made a mistake.
If you consider that you have cause to complain to us the following information will advise you of the process to follow. However, if you have obtained insurance through an insurance intermediary and your complaint relates to their services, please contact your insurance intermediary.
In certain circumstances, it may be a requirement that we refer your complaint directly to Insurers to acknowledge receipt, investigate and respond. If this is applicable, we may not be able to provide an official acknowledgement, however, we will confirm receipt and advise you accordingly within 48 hours.
Please contact us at your earliest convenience with the following information:
You can contact us in one of the following ways:
In writing:
Compliance Officer
Leadenhall Underwriting Limited
34 Lime Street
London
EC3M 7AT
United Kingdom
Email: complaints@leadenhall-uw.com
By Phone:
+ 44 (0) 20 3544 5059
In writing:
Compliance Officer
Leadenhall Europe GmbH /
Leadenhall Underwriting Europe GmbH
Grosse Strasse 52d
21521 Wohltorf
Hamburg
Germany
Email: complaints@leadenhall-eu.com
Whilst not compulsory, we recommend that all complaints are made via email.
If your complaint cannot be resolved by the close of the third business day following receipt, we will promptly send you a written acknowledgement of your complaint. This acknowledgment will detail the person handling your complaint, their contact details, and confirm the complaint handling process. For complaints resolved within three business days a final response confirming the resolution will be issued.
Your complaint will be investigated by the Compliance Officer. Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly.
If necessary, we may ask you to submit copies of documentation and may request further information from you to assist us with our investigation. A delay in providing requested documentation may result in a delay in issuing the final response.
Your complaint will be thoroughly investigated which, for complex matters, may take some time. Complaints will be investigated in line with the applicable local regulatory requirements. Note: this is normally, but not always, the regulatory requirements of the country in which the Policyholder is based. In the event that we have been unable to conclude our investigation within the applicable regulatory requirement we will let you know when we expect to be in a position to issue our final response and what options are available to you as a result.
Our final response letter will be:
If you are not satisfied by our final response or you have not received a final response within the regulatory timescale you may be eligible to refer your complaint to your local External Dispute Resolution scheme. This may be an Ombudsman or a Complaints Authority. We will provide the applicable contact details to you. Should there not be a local External Dispute Resolution scheme you may be eligible to refer your complaint to the following:
In writing:
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
England
By Phone:
0800 023 4567
or
0300 123 9123
Website: www.financial-ombudsman.org.uk
Please note that the Financial Ombudsman Service will not adjudicate on any complaints were legal action has commenced.
In writing:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Strasse 108
53117 Bonn
Germany
Tel: 0800 2 100 500 (from inside Germany)
Tel: +49 (0)228 41080
Email: poststelle@bafin.de
Website: www.bafin.de
Note: The complaint process, including referral to your local External Dispute Resolution Service, UK Financial Ombudsman Service or German BaFin, do not affect your right to take legal action.