Complaints

Liberty Specialty Markets (“Liberty”) is the trading name for Liberty Managing Agency Limited and Liberty Mutual Insurance Europe Limited (both members of the Liberty Mutual Insurance Group). Liberty strives to provide a first class professional service to our customers. But we realise that sometimes you may have concerns about your policy or the handling of a claim and you may wish to complain.

In the event that you are dissatisfied please contact us so we can do what we can to help. We take complaints very seriously at Liberty. We aim to address all complaints fairly and efficiently in an effective and transparent manner to ensure any issues raised are thoroughly investigated and, where possible, satisfactorily resolved.

If you have any questions or concerns about your policy or the handling of a claim in the first instance please contact your broker, intermediary or retail agent.

However, if you wish to make a complaint you may do so in writing or verbally at any time using the contact details below:

The Complaints Manager
Liberty Specialty Markets
20 Fenchurch Street
London
EC3M 3AW
United Kingdom

Email: complaints@libertyglobalgroup.com
Tel: +44 (0)20 3758 0840

It will help us speed up the process if you are able to provide, when submitting your complaint, the following information:

Complaints handling procedure

We aim to resolve all complaints as soon as possible.

If it is not possible to resolve the complaint to your satisfaction by close of business of the third working day following receipt, we will send you a written acknowledgement.

We will then aim to resolve your complaint within 14 days. In the unlikely event that Liberty are unable to resolve your complaint within this time and your Policy is underwritten via the Lloyd’s Market, or you are unhappy with what we have said, you may then be eligible to refer your complaint to Lloyd’s using the below contact details:

Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
United Kingdom

Email: complaints@lloyds.com
Tel: +44 (0)20 7327 5693

Lloyd’s will review your matter and provide you with a response within eight weeks from the date of receipt of your complaint. If you are still not satisfied with the response provided by Lloyd’s, or you have not received a response within the 8 week period, you may refer your complaint to the Financial Ombudsman Service (FOS) (www.financial-ombudsman.org.uk). You have the right to refer your complaint to the FOS within 6 months of receiving their response.

So you are aware, Lloyd’s and the FOS can only look at your complaint if you are an eligible consumer under their jurisdiction. You need to be private individual or a microenterprise with an annual turnover of less than €2m euros.

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice.

The service the Financial Ombudsman Service provides is free and impartial and contacting them at any stage does not affect your legal rights.

You can also raise a complaint about a product or service purchased online within the European Union to the Online Dispute Resolution (ODR) platform. Details of how you can do this can be found on their website (https://ec.europa.eu/commission/index_en).

Non-Lloyd’s business

For non-Lloyd’s business written by Liberty Mutual Insurance Europe Limited or any subsequent non-Lloyd’s consortia, our complaints team will review your complaint. If they are unable to resolve your complaint to your satisfaction by close of business of the third working day following receipt, we will send you a written acknowledgement. Liberty will aim to resolve your complaint within 28 days. In the unlikely event that Liberty are unable to resolve your complaint within this time, they will write to let you know. At the very latest, you will receive a response to your complaint within 8 weeks of receipt.

If you are still not satisfied with the response provided, or you have not received a response within the 8 week period, you may refer your complaint to the Financial Ombudsman Service as mentioned above.