Complaints Procedures

Primo plc 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.

Primo plc

If you have a complaint about a policy underwritten by an insurance company please refer to our Terms of Business which you will find on the reverse of our letterhead.

If you have any doubt on which procedure applies to you, Primo plc will be happy to help.

Lloyd's

If you have a complaint about a policy underwritten by a Lloyd’s syndicate you may 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

Contact

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: https://www.lloyds.com/complaints

Info

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 address provided.

Financial Ombudsman Service

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

Contact

By email:
This email address is being protected from spambots. You need JavaScript enabled to view it.
By phone:
0800 023 4567 or 0300 123 9123

Primo plc is registered in England and Wales, Reg No 1008700 at Cumberland House, Baxter Avenue, Southend-on-Sea, Essex SS2 6HZ
Tel: +44 (0)1702 225400

Primo Plc is authorised and regulated by the Financial Conduct Authority.