Complaints

We take complaints made against us very seriously and maintain a procedure to ensure that complaints are dealt with promptly and fairly. In the event of a dispute or complaint you may have against us you should contact us in the first instance to allow us to resolve or respond to your dispute or complaint.

You should refer to your usual Lockton contact or address the matter to the Risk & Compliance department at Lockton Companies LLP, The St. Botolph Building, 138 Houndsditch, London EC3A 7AG or email compliance@uk.lockton.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.

As an alternative if you are an individual acting in a personal capacity you can refer your complaint via the EU ODR (Online Dispute Resolution) platform which will redirect your complaint. We would recommend however that if it becomes necessary you refer your complaint direct to the FOS and remind you that the FOS will only consider a complaint after we have had an opportunity to resolve it first.