How to Report a Complaint
It is our intention to provide you with a first-class service at all times. However, there may be occasions when you feel this objective has not been achieved. In the first instance, please address your concerns to MORIS.co.uk / Indigo Underwriters Ltd, who will be pleased to assist you.
We have a complaint handling procedure in place which meets the standards set by the Financial Conduct Authority. The Financial Conduct Authority has published guidance on how to make a complaint. If, after discussion with the MORIS.co.uk / Indigo Underwriters, you remain dissatisfied, please write to our Compliance Officer as shown below:
• Compliance Officer, MORIS.co.uk C/O Indigo Underwriters Ltd., 6th Floor, Duo Building, 280 Bishopsgate, London, EC2M 4RB
• Telephone: 020 3427 5960
• Email Us
Please always quote your policy number or claim number, where this is available
Complaints About Your Insurer:
If you wish to make a complaint directly to the insurer, you can do so at any time by referring the matter to the Complaints team at Lloyd’s.
The address of the Complaints team at Lloyd’s is:
Complaints, Lloyd’s, One Lime Street, London EC3M 7HA
Tel: 020 7327 5693 Fax: 020 7327 5225
E-mail: complaints@lloyds.com
Website: https://www.lloyds.com/complaints
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available from the above address.
The Financial Ombudsman Service (FOS)
Whether you are insured by a member of Lloyd's of London or any other insurer, if you remain dissatisfied, you may have the right to refer your complaint to the FOS at:
• The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.
• Tel: 0800 023 4567 (calls to this number are free from "fixed lines" in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
• Email: Email the Financial Ombudsman Service
• Website: The Financial Ombudsman Service website
Any decision made by the FOS is only binding on the insurers, and you remain free to take action if you see fit. The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
Financial Services Compensation Scheme
Your Insurers are covered by the Financial Services Compensation Scheme. You or the Insured person may be entitled to compensation from the scheme if the Insurers cannot meet their financial obligations depending on the type of insurance and the circumstances of the claim.
Further Information about the scheme is available from the following:
• Financial Services Compensation Scheme, 10th floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU
• Tel: 0800 678 1100 / 020 7741 4100
• Website: FSCS website
Law Applicable to Contract
These arrangements for the handling of complaints are entirely without prejudice to your rights in English Law, and you are free at any stage to seek legal advice and take legal action. Unless agreed otherwise with you, your insurance is governed by English Law.
If you are not resident (or, in the case of a business, the registered office or principal place of business is not situated) in England, Wales, Scotland, Northern Ireland, Channel Islands, or the Isle of Man, the law which will apply is the law of England and Wales.