65 Gresham Street
Telephone: 020 7204 7581
We aim to provide the best possible products and services. However, we are aware that despite our commitment, things may not always go as planned. We take complaints very seriously at Capita Managing Agency Limited and aim to handle them to your satisfaction and in a quick and efficient manner.
Please contact your broker, intermediary or retail agent in the first instance if you have any questions or concerns about your policy or the handling of a claim.
However, if you wish to make a complaint you may do so in writing or verbally at any time using the contact details below.
The Compliance Director
Capita Managing Agency Limited
65 Gresham Street
Tel: 0207 204 7988
Email: Compliance.CISG@capita.co.uk (Subject: “Complaint”)
When submitting your complaint, it will help us speed up the process if you are able to provide the following information:
Date of loss (if applicable)
Who did you purchase your insurance from?
Who is your complaint against?
Subject of your complaint
We will endeavour to respond to your complaint as quickly as possible, you can then expect the following:
We will assign your complaint to a member of the Capita Managing Agency Limited Complaints team who will follow it through to completion.
We will assess your complaint impartially and fairly.
A letter acknowledging receipt of your complaint will be sent to you promptly.
A considered, written response will usually be sent to you within 2 weeks of receiving your initial complaint. If we are unable to provide a full response in this time, we will write to you with an explanation and indicate when we will be able to provide such a response (for more complex issues, we may need a little longer to look into what has happened and we may also request further information to help us reach a decision).
Once we have dealt with your complaint, we will revert and see what we can learn from your experience.
If you are not happy with our response to your complaint
If you feel we have not considered all of your concerns or you can provide further information, please let us know and we will be happy to review your complaint again. However, if you remain dissatisfied with our response you can refer the matter to Lloyd’s of London.
If you live in the United Kingdom or if the subject matter we insure is located in the United Kingdom and we have issued a Lloyd’s policy, you may be able to ask Lloyd’s to conduct an independent review of your complaint. Further information will be supplied to you during the complaints process or can be found at www.Lloyds.com/complaints .
Lloyd’s contact details are as follows:
Complaints Lloyd’s One Lime Street London EC3M 7HA Telephone: +44 (0)20 7327 5693 Fax: +44 (0)20 7327 5225 E-mail: firstname.lastname@example.org
You may also be entitled to have your complaint reviewed by another party. For UK policyholders, you may also be able to ask the Financial Ombudsman Service to conduct a further independent review of your complaint. Further information will be supplied to you or can be found at www.financial-ombudsman.org.uk .
If you do not live in the United Kingdom or the subject matter we insure is not located in the United Kingdom you may still be eligible under a country specific external dispute resolution service, if so, details of which will be supplied to you during the complaints process.