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QBE European Operations

Customer complaints

QBE is committed to providing you with a professional and efficient service. However if we do not deliver to these high standards of service, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the issue as quickly as possible.

Make a complaint

You can contact us in one of the following ways:

To help us resolve your concerns as efficiently as possible, we ask that you provide us with as much information as possible, including:

  • Your full name, address and contact details
  • The details of your complaint
  • Any relevant reference number - including policy or claims numbers. These can be found on your insurance documentation
  • The type of insurance that your complaint relates to

If we can't resolve your complaint to your satisfaction straight away, we will let you know how long we think it will take.

With regard to complaints on Lloyd’s policies, should you remain dissatisfied with the response that you receive from us, you may if eligible, refer your complaint to Lloyd's. Lloyd’s will investigate the matter and provide a final response. Lloyd's contact details are as follows:

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA

Email: complaints@lloyds.com
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Website: www.lloyds.com/complaints

If you were sold a QBE product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.

Alternatively, should you remain dissatisfied with QBE or Lloyd's final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

We will advise you in our final response if we believe that you are eligible to refer your complaint to the FOS.