We think we provide a great claims service. Sometimes we have a situation where we can’t agree a claim as presented. That might lead to you being unhappy at the way things went and wanting to complain about some aspect of our service to you. We promise to take complaints really seriously and try to handle them to your satisfaction in a quick and efficient manner.
This guide will help you and us to resolve any problems quickly and with minimum fuss;
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.
If you wish to make a complaint you may do so in writing or verbally at any time using the contact details below.
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
• Subject of your complaint
• Who did you buy your insurance from?
• Who is your complaint against?
The Compliance Manager
Apollo Syndicate Management Ltd
T: +44 (0)20 3169 1969
We will try and resolve your complaint straight away, however if we cannot resolve your complaint immediately we will provide a timeline for resolution, which will be no longer than four weeks.
If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after that time, you may want to make a complaint directly to Lloyd’s.
One Lime Street
Telephone: +44 (0)20 7327 5693
Financial Ombudsman Service
Harbour Exchange Square
Telephone: 0800 023 4567 or 0300 123 9123
If you are unsure whether FOS will consider your complaint, please contact them directly for advice.The service FOS provides is free and impartial and contacting them at any stage does not affect your legal rights to take action.