If your complaint can be resolved within three business days:
We will aim to resolve your concerns within three business days, following receipt of your complaint. A written summary resolution communication will be provided to you if the complaint is resolved to your satisfaction.
In the unlikely event that you remain dissatisfied, you may be entitled to refer the matter to Lloyd’s, with an ultimate recourse to the Financial Ombudsman Service, free of charge.
If your complaint cannot be resolved within three business days:
We will send you an acknowledgement letter to explain your complaint has been escalated to the Head of Compliance, who will investigate your complaint and keep you informed throughout the process.
Endurance Worldwide Insurance Limited (EWIL) Policyholder Complaints:
We will investigate your complaint and provide one of the following within 8 weeks of receipt of your complaint:
A final response letter explaining the outcome of our investigation, the reason for our decision and information on steps to take, should you remain dissatisfied; or
A holding letter confirming when we anticipate we will have concluded our investigation.
Endurance at Lloyd’s (EAL) Policyholder Complaints:
We will investigate your complaint and provide a response within 2 weeks of receipt of your complaint explaining the outcome of our investigation, the reason for our decision and information on steps to take, should you remain dissatisfied.
Should you remain dissatisfied with our response, or if you have not received a response within 2 weeks, you may if you wish, refer your complaint to Lloyd’s (*if eligible), who will investigate and assess your complaint. Lloyd’s contact details are as follows:
Financial Ombudsman Service (EWIL and EAL Policyholders)
Should you remain dissatisfied with the outcome of our or Lloyd’s investigation or we are unable to conclude our investigation within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (*if eligible) provided you do so within 6 months of the date of the Final Response.
The Financial Ombudsman Service contact details:
Financial Ombudsman Service
Email: [email protected]
Phone: 0800 023 4567 or 0300 123 9123
* The Financial Ombudsman Service or Lloyd’s may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first, or if you are:
- a small business which has an annual turnover of more than £6.5 million; and has annual balance sheet of more than £5 million; or employs more than 50 persons.
- a trustee of a trust with a net asset value of more than £5 million; or
- a charity with an annual income of more than £6.5 million.
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.