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Complaints

If we, or any of our partners or suppliers, have not delivered the high standards of service you expect, please contact us as follows:-

The Compliance Officer 
Syndicate 1991 
6th Floor
One Creechurch Place,
Creechurch Lane,
London, EC3A 5AF

Email: complaints@dtw1991.com 
Telephone: +44 (0)20 3923 3120

We will investigate your complaint and try and resolve it as quickly as possible.

If you are a UK policyholder and you remain dissatisfied you can refer the matter to Lloyd’s. The address and contact details are as follows: 

Complaints Lloyd's
Fidentia House Walter Burke Way
Chatham Maritime Chatham
Kent
ME4 4RN

Email: complaints@lloyds.com 
Telephone: +44 (0)20 7327 5693

Details of Lloyd’s complaints procedures are set out in a leaflet HOW WE WILL HANDLE YOUR COMPLAINT available at www.lloyds.com/complaints and 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.

Financial Ombudsman Service 
Exchange Tower
Harbour Exchange Square
London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk 
Website: www.financial-ombudsman.org.uk

Financial Ombudsman Consumer helpline:
0800 023 4567
Calls to this number are now free on mobile phones and landlines.
0300 123 9123
Calls to this number cost no more than calls to 01 and 02 numbers.

From abroad please call on +44 20 7964 0500 (charges apply)

Lines open:
Monday to Friday: 8am to 8pm
Saturday: 9am to 1pm
Sunday & bank holidays: closed

European Online Dispute Resolution Platform
If you have purchased your policy online, you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is ec.europa.eu/consumers/odr