Complaints Notice
If you wish to make a complaint, please contact
Complaints Officer
complaints@limesma.com & complaint@helmsgate.co.uk Lime Syndicate Management Ltd
Office 891 Lloyd’s
1 Lime Street London EC3M 7HA
In the event that you remain dissatisfied, it may be possible in certain circumstances for you to refer the matter to the Complaints team at Lloyd’s.
The address of the Complaints team at Lloyd’s is: Complaints
Lloyd’s
One Lime Street London EC3M 7HA
Telephone: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@lloyds.com 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 (FOS).
The contact details for the FOS are: The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK). Email complaint.info@financial-ombudsman.org.uk .
The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial- ombudsman.org.uk .
LMA9124
20 May 2016
AUSTRALIAN DISPUTE RESOLUTION
This Insurance is not subject to the provisions of the Insurance Council of Australia’s General Insurance Code of Practice.
Complaints and disputes
If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. Please contact Lime MA & Helmsgate Ltd. in the first instance:
Complaints officer
complaints@limesma.com & complaint@helmsgate.co.uk Lime Syndicate Management Ltd
Office 891 Lloyd’s
1 Lime Street London EC3M 7HA
We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.
If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team. Lloyd’s contact details are:
Lloyd’s Australia Limited Email: idraustralia@lloyds.com
Telephone: (02) 8298 0783
Post: PO Box R1745, Royal Exchange NSW 1225
A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.
You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:
Telephone: 1800 931 678 Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001 Website: www.afca.org.au
Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.
The Underwriters accepting this Insurance agree that:
Lloyd’s Underwriters’ General Representative in Australia PO Box R1745
Royal Exchange NSW 1225
Email: serviceofsuitaus@lloyds.com
who has authority to accept service on the Underwriters’ behalf;
(ii) if a suit is instituted against any of the Underwriters, all Underwriters participating in this Insurance will abide by the final decision of such Court or any competent Appellate Court.
In the event of a claim arising under this Insurance notice should be given as soon as possible to:
Office 891, Lloyd’s, 1 Lime Street, London EC3M 7HA
17 May 2021
New Zealand Complaints
This Insurance is not subject to the provisions of the Insurance Council of New Zealand Fair Insurance Code.
Claim notification
In the event of a claim arising under this Insurance notice should be given as soon as possible to:
Office 891, Lloyd’s, 1 Lime Street, London EC3M 7HA
Complaints and disputes
If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. Please contact Helmsgate in the first instance:
Complaints Officer
complaints@limesma.com & complaint@helmsgate.co.uk Lime Syndicate Management Ltd
Office 891 Lloyd’s
1 Lime Street London EC3M 7HA
We will acknowledge receipt of your complaint within 5 business days and do our utmost to resolve the complaint to your satisfaction within 10 business days, unless we require further information in which case, we will agree an alternate time frame with you.
If we cannot resolve your complaint to your satisfaction, you can escalate the matter to Lloyd’s General Representative in New Zealand:
Lloyd’s General Representative in New Zealand Email: IDRNewZealand@lloyds.com
Telephone: +64 4 472 7582
Post: PO Box 5639 Wellington New Zealand
Following receipt of your complaint, you will be advised whether your dispute will be handled by the Complaints team at Lloyd’s Australia or the Lloyd’s Complaints team in the UK, or what other avenues are available to you.
A final decision will be provided to you within two months of the date on which you first made the complaint unless certain exceptions apply.
If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within two months of originally receiving it, you may refer the matter to the Insurance and Financial Services Ombudsman (IFSO). IFSO can be contacted as follows:
Telephone: 0800 888 202 or +64 4 499 7612
Email: info@ifso.nz or via their website www.ifso.nz. Post: PO Box 10-845 Wellington New Zealand
Your complaint must be referred to IFSO within 3 months of the final decision, unless IFSO considers special circumstances apply. If your complaint is not eligible for consideration by IFSO, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.
