HOW WE HANDLE COMPLAINTS FOR OUR LLOYD’S BUSINESS

Enstar Managing Agency Limited takes all complaints very seriously. In the event you are unhappy with any aspect of our service or we make a mistake, we rely on your feedback to help improve our service and standards. 

How to notify a complaint:

1. In the first instance you can share your concerns with your insurance broker, intermediary or retail agent who will do their best to bring about a quick resolution.
2. If you wish to make a complaint directly to Enstar Managing Agency Limited you may do so in writing or orally at any time. You will find the contact details below.
3. To help your complaint to be fully investigated as quickly as possible, please provide the following information:
4. Policy number and/or claim reference number (if applicable)

• Type of insurance product
• Date of loss (if applicable)
• Details of your concern/complaint
• Details of who you purchased your insurance from/through
• Who your complaint is against e.g. is it in respect of the broker, the insurer, or the claims adjuster?
• Details of any previous correspondence or feedback on how you would like your complaint resolved

5. We will acknowledge your complaint and advise of the next steps and process, which will include any rights of escalation if you are unhappy with the way your complaint is handled.

The quickest way to notify a complaint to us is by email. However, you may complain to us in the following ways:

In writing to:
The Complaints Manager,
Compliance Department,
Enstar Managing Agency Ltd,
2 Floor, 3 Guildford Business Park,
Guildford,
Surrey GU2 8XG

Email: [email protected]

Telephone: +44 (0) 1483 452622

In the unlikely event that you remain dissatisfied with the way we have handled your complaint, you may refer your grievance to the Complaints team at Lloyd’s: 

In writing to:
Complaints,
Fidentia House,
Walter Burke Way,
Chatham Maritime,
Chatham,
Kent ME4 4RN.

Email: [email protected]

Telephone: +44 (0)20 7327 5693

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, you may have the right to refer your complaint to the Financial Ombudsman Service.

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