Complaints

We take all complaints seriously. If you wish to register a complaint about our service, then please contact The Complaints Department, either:

In writing to:

Costero Brokers Ltd,
10 Lower Thames Street, London, EC3R 6EN

By Telephone:
0044 (0) 20 8051 5100

Should you wish to complain we will arrange for your complaint to be investigated impartially by someone with sufficient authority. You will either be provided with an acknowledgement or if resolved within three days a summary of the outcome. We will also provide you with details of the Financial Ombudsman Service (FOS) who may be able to consider your complaint should you remain dissatisfied with our service. We will seek to resolve your complaint as quickly as possible but in any event we will either write to you within eight weeks detailing the outcome of our investigation or inform you that we need further time and why. You will be provided with this summary of this on request or when making a complaint.

If your insurance is underwritten at Lloyd’s and you are not satisfied with the outcome and wish to take the matter further, you can do so at any time by referring the matter to:

Complaints Dept Lloyd’s Market Services
One Lime Street London, EC3M 7HA

Tel: +44 (0)20 7327 5693
e-mail: complaints@Lloyds.com

If you are a consumer (an individual acting outside your business trade or profession) or a micro enterprise (a business with a turnover of less than Euro 2M and less than 10 employees) or an SME business (a business with a turnover of less than £6.5M and meet one of a balance sheet of less than £5M or less than 50 employees) you will be eligible to refer your dispute / complaint to the Financial Ombudsman Service (FOS) if you are not happy with how we have handled your complaint or the outcome. Information about the FOS can be found at their website. You will have up to 6 months to refer your complaint to the FOS. You can contact the FOS either in writing:

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

Or via the internet:
www.fos.org.uk

Or by Telephone:
0800 023 4567

If you are a consumer, as defined by your local regulator, and you are domiciled in the EU you may also be able to submit your complaint via the EU ODR (online dispute resolution) platform. This allows consumers to submit complaints to a trader based in their or another EU member state and is available at: https://ec.europa.eu/odr

Please note that if you are domiciled outside the United Kingdom, different countries have differing definitions of complaints and eligible complainants and differing complaints procedures and dispute resolution bodies. The relevant procedure is available in your certificate schedule but if you have not received it and wish to make a complaint please contact us and we shall provide you with the details.