Complaints

We are committed to going the extra mile for our customers. If you believe that we have not delivered the service you expected, we want to hear from you so that we can try to put things right. We take all complaints seriously and following the steps below will help us understand your concerns and give you a fair response.

 

How to make a complaint

Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing you with the highest standard of service.

If you wish to make a complaint in relation to the subject matter below, please contact:

 

A claim

Please contact Munich Re Syndicate Limited:

• Email: MRSL-complaints@munichre.com
• Post: The MRSL Complaints Team, Munich Re Syndicate Limited, 1 Fen Court, London, EC3M 5BN.

 

All other matters

Please contact GJW Direct:

• Email: complaints@ripeinsurance.co.uk
• Telephone: 0151 473 8000
  Post: GJW Direct, The Royals 353 Altrincham Road, Manchester, M22 4BJ

 

Complaints process 

Your complaint will be referred to Munich Re Syndicate Limited.

You may also contact Munich Re Syndicate Limited directly, by emailing MRSL-complaints@munichre.com, or writing to:

The MRSL Complaints Team
Munich Re Syndicate Limited 
1 Fen Court 
London 
EC3M 5BN

 

If you are still not happy 

In the event that you remain dissatisfied with the outcome of your complaint, you may wish to escalate it to the Complaints Team at Lloyd’s. Their contact details are:

Complaints
Lloyd’s 
One Lime Street
London
EC3M 7HA

• Telephone: 020 7327 5693
• Fax: 020 7327 5225
• E-mail: 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.

 

Financial Ombudsman Service

If you remain dissatisfied with Lloyd’s response to your complaint, or they have not completed their investigation after eight weeks, you are entitled to refer your complaint to the Financial Ombudsman Service.  

Their contact details are as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR.

Telephone: 0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK). 

E-mail: complaint.info@financial-ombudsman.org.uk.

The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at http://www.financial-ombudsman.org.uk/.

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service is free and impartial and contacting them at any stage does not affect your legal rights.