H&R Insurance Services acts on behalf of insurance companies or Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act. To identify which procedure applies to you, please refer to your policy wording.
If you have any doubt on which procedure applies to you, H&R Insurance Services will be happy to help.
Procedure applicable where the insurer is an insurance company
If you have any cause for complaint you may contact us either verbally, in writing or in person. You may telephone 01224 848382 or email This email address is being protected from spambots. You need JavaScript enabled to view it.. You may write in the first instance to our Customer Relations Manager at:
H&R Insurance Services
H&R House
Woodburn Road
Blackburn
Aberdeen
AB21 0PS
We will not impose a charge for handling your complaint.
On receipt we will acknowledge your complaint within five business days, enclosing details of our internal complaints procedure. If we cannot resolve your complaint within five business days we will either offer a final response or a detailed explanation of why your complaint is not resolved within four weeks. If we cannot resolve your complaint within four weeks we will either offer a final response or a detailed explanation of why your complaint is not resolved within eight weeks.
The company is a member of a recognised independent dispute scheme that is administered by the Financial Ombudsman Service (FOS). The Financial Ombudsman Service applies to complaints from private individuals and also small businesses as long as they have an annual turnover of less than two million euros (or sterling equivalent) and fewer than ten employees. It also applies to charities with an annual income of less than £1million and from trusts with a net asset value of less than £1million.
If you are not satisfied with the final outcome of your complaint you may contact the FOS, within six months from the date you receive our final response letter, at Exchange Tower, London, E14 9SR or telephone 0300 123 9 123. Alternatively, you may email them at This email address is being protected from spambots. You need JavaScript enabled to view it. or visit their website at www.financial-ombudsman.org.uk.
Procedure applicable where the insurer is a Lloyd’s syndicate
If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:
In writing:
Complaints Team
Lloyd’s
One Lime Street
London EC3M 7HA
By email: This email address is being protected from spambots. You need JavaScript enabled to view it.
By phone: +44 (0)20 7327 5693
By fax: +44 (0)20 7327 5225
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 are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk.
You can contact them in one of the following ways:
In writing:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
By e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
By phone: 0800 023 4567 or 0300 123 9123
