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HOW TO COMPLAIN


MS Amlin’s aim is to ensure that all aspects of Your insurance are dealt with promptly, efficiently and fairly. At all times MS Amlin are committed to providing You with the highest standard of service.

If You have any questions or concerns about Your policy or the handling of a claim You should, in the first instance, contact MS Amlin or Your broker where applicable. In the event that You remain dissatisfied and wish to make a complaint, You can do so at any time. Making a complaint does not affect any of Your legal rights.

MS Amlin’s contact details are:

Post:

Complaints, MS Amlin Underwriting Limited,
The Leadenhall Building,
122 Leadenhall Street, EC3V 4AG

Telephone:

+44 (0) 20 7746 1300

Fax:

+44 (0) 20 7746 1001

EMAIL

Complaints@msamlin.com


If Your complaint cannot be resolved by the Complaints Department within two weeks, or if You have not received a response within two weeks You are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of Your complaint and provide You with a written final response.

Lloyd’s contact details are:

Post:

Complaints, Lloyd’s,
Fidentia House,
Walter Burke Way,
Chatham Maritime,
Chatham, Kent, ME44RN

Telephone:

+44 (0) 20 7327 5693

Fax:

+44 (0) 20 7327 5225

EMAIL

Complaints@lloyds.com

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.

If You remain dissatisfied after Lloyd’s has considered Your complaint, or if You have not received a written final response within eight weeks from the date MS Amlin received Your complaint, You may be entitled to refer Your complaint to the Financial Ombudsman Service who will independently consider Your complaint free of charge. Their contact details are:

Post:

The Financial Ombudsman Service,
Exchange Tower,
London E14 9SR

Telephone:

UK (Fixed): 0800 0234567
UK(Mobile): 0300 1239123
Outside UK: +44 (0) 20 7964 0500

Fax:

Outside UK: +44 (0)20 7964 1001

EMAIL

Complaints.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

Alternatively, if You have bought a product or service online You may have the right to register Your complaint with the European Commission’s online dispute resolution (ODR) platform. The ODR platform will redirect Your complaint to the appropriate alternative dispute resolution body. For further details visit http://ec.europa.eu/odr

Please note:

  • You must refer Your complaint to the Financial Ombudsman Service within six months of the date of Our final response
  • The Financial Ombudsman Service will normally only consider a complaint from private individuals or from a business that has an annual turnover of less than 2 million Euros and fewer than 10 employees.