UK complaints

We encourage feedback from our customers and take complaints very seriously as it acts as a valuable source of information and helps us to constantly review the way we do things and make improvements where we can.

There are a number of ways in which you can make a complaint:

 

Send us an e-mail at complaints@msamlin.com. Someone will reach out to you shortly.  

 

 

Phone and speak to one of our Complaints team on +44 (0) 20 7746 1300

 

Write to us at this address:

Complaints Manager
MS Amlin plc

The Leadenhall Building
122 Leadenhall Street
London, UK
EC3V 4AG

 

Complaint process

What we will ask you for

  • your full name, address and contact details
  • your quote/policy/claim details
  • who you bought your insurance from
  • what has gone wrong – please provide as much detail as you can and if possible include relevant dates, names of people involved and any telephone numbers you may have called
  • what you would like us to do to try and make things right
  • any documents that are relevant to your complaint.

When we receive your complain

Once we have received your complaint we will deal with it promptly and fairly. You can expect that:

  • your complaint will be acknowledged within five business days of our receiving it
  • we will assign your complaint to a member of the MS Amlin Complaints team who will follow it through to completion
  • we will assess your complaint impartially and fairly
  • we will keep you regularly informed
  • we will resolve your complaint as soon as possible. We will try to do this within two weeks
  • for more complex issues, we may need a little longer to look into what has happened. We may request further information to help us reach a decision

After we resolve your complain

Once we have dealt with your complaint, we will go back and see what we can learn from your experience.

However, if you feel we have not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. But if you still remain unhappy or if we have not completed our investigation within the required timeframe, you may be entitled to have your complaint reviewed by another party. We will explain this to you.

 

If you are not happy with our response to your complaint

Lloyds & UK queries

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 Complaints to conduct an independent review of your complaint. Further information will be supplied to you or can be found here - Lloyd’s.

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 here - FOS.

Ouside of the UK queries

If you do not live in the United Kingdom or the subject matter we insure is not located in the United Kingdom the body to which you may be eligible to refer your complaint is country specific and further details can be found by clicking here.

Alternatively, if you have bought a product or service online you may have the right to register your complaint with the European Commission’s on-line dispute resolution (ODR) platform. The ODR platform will redirect your complaint to the appropriate alternative dispute resolution body.
For further details please click here.