AmTrust aims to provide the highest quality of service to our customers at all times but we recognise that complaints may arise. If you feel that we have failed to provide you with the best service possible, please let us know immediately. We take all complaints seriously and we are committed to resolve your complaint quickly, openly and fairly.
If you have a complaint about any aspect of your insurance cover provided by AmTrust at Lloyd’s or any of our dealings with you, you can raise your complaint with your broker or other intermediary, or with any agent who may have issued the policy or is handling your claim on our behalf. The matter will then be referred to us.
Alternatively, you can contact us directly using the following contact information:
Head of Compliance
AmTrust at Lloyd’s
1 Great Tower Street
Telephone: +44 (0) 20 3003 6899
Please quote your policy number as shown in your schedule when you contact us. We will respond to you with our decision within 2 weeks; or 4 weeks if your complaint is more complex. We will write to you within 2 weeks explaining our need for a longer period of investigation if necessary.
If you remain dissatisfied with our response, you may refer your complaint to Lloyd’s of London. Lloyd’s of London will investigate the matter and provide you with a final response. Lloyd’s contact details are as follows:
One Lime Street
Telephone: +44 (0) 20 7327 5693
Fax: +44 (0) 20 7327 5225
Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman service (FOS). FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’s contact details are as follows:
Financial Ombudsman Service
Telephone: 0800 023 4567 (calls are free from landlines and mobile phones) / 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers) / +44 20 7964 0500 (for calls outside the UK)
The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for AmTrust at Lloyd’s Limited is the Financial Ombudsman Service, which can be contacted directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr