Complaints Procedure

We are committed to providing the best possible service to our customers at all times. This includes treating our customers fairly and making sure that we deal with any complaint by a customer promptly, objectively, effectively and courteously, and that the customer receives a fair outcome and if appropriate fair compensation.

The best way to raise a compliant is to speak to your broker. They can ensure it is directed to the most appropriate place. However, if you wish to raise a complaint with ourselves directly please contact us with the details. Your complaint can be made by you or on your behalf:

• in writing addressed to Nelson Policies at Lloyd’s, 2nd Floor Knightrider Chambers, 12 Knightrider Street, Maidstone, Kent ME15 6LP
• by telephone on +44 (0)1622 688487
• by email to awilmer@nelsonpolicies.co.uk

It will help us resolve your concerns as quickly and efficiently as possible if you tell us:

• The policy number and/or claim number
• The name of the insured on the policy; and
• What has gone wrong and what you would like us to do to put things right

We will, wherever possible, try to resolve a complaint by close of business on the third business day after the day we receive it. In all other cases we will handle a complaint as quickly as possible and keep you informed of its progress.

We will, as far as possible, have one point of contact for a customer for their complaint.

You can read our Customer Complaints Procedure in full here