While every effort is made to deliver the highest quality of service possible, it is recognised that, on occasion, mistakes are made and we may fail to meet our own standards and the expectations of the customers using our services or otherwise coming into contact with Chaucer Syndicates Limited, its managed syndicates and subsidiaries (Chaucer).

When this happens we will rely on these being brought to our attention as they can highlight any shortcomings and provide us with an opportunity to improve our service and standards to the customers using our services.

Our complaints policy assists in ensuring all areas, staff and management of Chaucer, understand how to recognise, acknowledge and respond to complainants, how these complainants can complain and what they can expect from Chaucer as a result.

The complaints policy will ensure that internal procedures are available for dealing with complaints, they are effective and easy to use, have clear lines of responsibility and accountability, and that all complaints are handled fairly, consistently and promptly.

If you feel that we have not provided a first class service, have any questions about your insurance, or feel you have reason to complain and you wish to contact us, please see the tabbed options above.

We are committed to treating our customers fairly at all times.

If you have a complaint about any aspect of your insurance cover provided by Chaucer or any of our dealings with you, you can raise a 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 direct by post, telephone or e-mail at the following address:

Chaucer Syndicates Limited - Complaints
Plantation Place
30 Fenchurch Street
Tel:  +44 (0)20 7397 9700

Please quote the policy number shown on your schedule when you contact us.

If we are unable to resolve your complaint immediately, we will send you a written acknowledgment within two days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two weeks of receipt. In exceptional cases, where we are unable to complete our investigations within two weeks, we will send you a full written response as soon as we can, and in any event within four weeks of receipt of your complaint.

If you are not satisfied with our response, or if we have failed to respond to you within two weeks of receipt of your complaint, you can refer the matter to Lloyd’s at the following address:

Lloyd’s Policyholder and Market Assistance
Market Services                                                                              
Fidentia House                                                                 
Walter Burke Way
Chatham Maritime                         

Tel:   +44 (0)20 7327 5693

Lloyd’s will investigate your complaint and, in most cases, will provide you with a final response letter within eight weeks from initial receipt of the complaint (unless you have taken longer than one week to raise the matter with Lloyd’s after receipt of our response, in which case the eight week period will be extended). If Lloyd’s cannot complete its investigations within the eight week period, they will write to you explaining why, and inform you when you can expect to receive a full response.

If you are dissatisfied with Lloyd’s response, then you can raise the matter with the Financial Ombudsman Service (subject to certain eligibility criteria) within six months of receipt of the final response letter from Lloyd’s or after eight weeks from submission of the complaint if Lloyd’s has failed to respond to you at the following address:

Financial Ombudsman Service
South Quay Plaza                                            
183 Marsh Wall                
E14 9SR                
Tel:  +44 (0)800 023 4567


Please note, that in cases where you have not received the final response letter, the Financial Ombudsman may be able to deal with your complaint before the expiry of the eight week period.

If you have any queries or require further information regarding our complaints process, please contact Chaucer Syndicates Limited Complaints Department at the above address.