Complaints
It is our intention to provide you with the highest possible level of customer service at all times.
However we recognise that things can occasionally go wrong, and if this occurs we are committed to resolving matters promptly and fairly.
Well Dunn Limited acts on behalf of insurance companies and Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act for you. To identify which procedure applies to you, please refer to your policy wording.
If you have any doubt on which procedure applies to you, Well Dunn Limited will be happy to help.
Procedure applicable where the insurer is an insurance company
Should you wish to complain please contact us:
• In writing to the Compliance Manager - Unit 5, Blantyre Street, Manchester M15 4JJ
• By telephone on 0330 808 1500
• By email at complaints@5starcover.co.uk
• In person by visiting our office
Should you not be satisfied with our final response, you may be entitled to refer the matter to the Financial Ombudsman Service (except in the case of a business employing 10 persons or more and with a turnover or annual balance sheet total exceeding €2 million, a charity with an annual income of £1m or more or trustees of a trust with a net asset value of £1m or more).
• In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
• By e-mail: complaint.info@financial-ombudsman.org.uk
• By phone: 0800 023 4567 or 0300 123 9123
Procedure applicable where the insurer is a Lloyd’s syndicate
If you would like to make a complaint please call 0330 808 1500 and opt to speak to our customer services department.
Should you wish to complain please contact us:
• In writing to the Compliance Manager - Unit 5, Blantyre Street, Manchester M15 4JJ
• By telephone on 0330 808 1500
• By email at complaints@5starcover.co.uk
• In person by visiting our office
Should you not be satisfied with our final response, you may be entitled to refer the matter to Lloyd’s.
If 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
• By email: complaints@lloyds.com
• By phone: +44 (0)20 7327 5693
• By fax: +44 (0)20 7327 5225
• Website: www.Lloyds.com/complaints
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 above address.
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
• By e-mail: complaint.info@financial-ombudsman.org.uk
• By phone: 0800 023 4567 or 0300 123 9123
To read more about our complaints procedure, please click here.