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Complaints Procedure

We are committed to providing the best possible service to our customers at all times. However if we haven’t met your expectations please let us know.

You can contact us by

1) Calling us on 01622 681 243

2) Emailing us on or

3) Writing to us at:
Nelson Policies at Lloyd’s
2nd Floor
Knightrider Chambers
12 Knightrider Street
Kent ME15 6LP

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 try to resolve your complaint straight away but where this is not possible we will send you an acknowledgement letter within five (5) working days and keep you informed of the progress of your complaint.

If you are not satisfied with our response then you may have the right to refer your case to an external party to review. As we act on behalf of Lloyd’s Underwriters and insurance companies the procedure to follow will depend on whose behalf we act. We will tell you who you can contact when we write to you.

You can read our Customer Complaints Procedure in full here