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If your complaint relates to a policy underwritten by Antares at Lloyd’s (Syndicate 1274)

If you wish to make a complaint about your insurance policy, please contact your broker in the first instance. If you remain dissatisfied, please contact Antares Syndicate 1274:

Compliance Department
Antares Managing Agency Limited
21 Lime Street
London EC3M 7HB

Call: 020 7959 1900
Email: Compliance@antaresglobal.com

If you are an Eligible* Complainant, you may refer the matter at any time to the Complaints Department at Lloyd’s. To determine if you are an Eligible* Complainant or to refer a complaint to Lloyd’s, you may contact them at:

Complaints
Lloyd’s
Fidentia House, Walter Burke Way
Chatham Maritime, Chatham
Kent ME4 4RN

Call: 020 7327 5693
Fax: 020 7327 5225
Email: complaints@lloyds.com

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available on the above website and address.

If you are an Eligible* Complainant and remain dissatisfied after Lloyd’s has considered your complaint, you may refer your complaint to the Financial Ombudsman Service (FOS). The contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service.
Exchange Tower
London E14 9SR

Call: 0800 023 4567 or 0300 123 9123
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

The FOS is an independent service for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at the website above. Following the complaints procedure with the FOS does not affect your rights to take legal action. Further details will be provided at the appropriate stage of the complaints process.

* eligible complainant – A consumer; a micro-enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million; a charity which has an annual income of less than £6.5 million at the time the complaint is made; a trustee of a trust which has a net asset value of less than £5 million at the time the complaint is made; a person acting for purposes which are outside that person’s trade, business or profession; a small business which is not a micro-enterprise and has and has an annual turnover of less than £6.5 million and employs fewer than 50 persons; or has a balance sheet total of less than £5 million; a guarantor

If your complaint relates to a policy underwritten by QIC Europe Limited (QEL)

QEL’s portfolio is predominantly administered by coverholders or other representatives who have authority to underwrite and issue insurance policies on behalf of QEL. In such circumstances, any complaint should initially be referred to the coverholder; full details of the complaint notification process will be contained within your policy documentation.

For complaints arising from business written in the UK, you may instead write to:

Compliance
QIC Europe Limited, UK Branch
21 Lime Street
London, EC3M 7HB 
United Kingdom

Call: +44 207 959 1900
Email: qel-info@qiceuropeltd.com

You may at any time make a complaint to QEL’s Head office in Malta at the following address:

QIC Europe Limited
Pendergardens Business Centre
Level One
St Julian’s, STJ 1901
Malta

Call: +356 2092 8888
Email: qel-info@qiceuropeltd.com

When we receive your complaint, we will acknowledge it promptly and where business is underwritten by us directly, we will investigate and provide a final written response as soon as possible but no later than 15 days of the complaint being made.

Where business is underwritten on our behalf by a Coverholder or other such representative, as will be apparent from your policy documentation, we will refer the matter to the Coverholder or other such representative who will provide a final written response within 15 days.  If a response cannot be provided within 15 days, you will be informed about the causes of the delay and advised when the investigation is likely to be complete.

For complaints arising on business written in the UK, the request for an independent review should be made to the Financial Ombudsman Service in the UK:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London, E14 9SR
Malta

Call: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Office of the Arbiter for Financial Services

Should you continue to remain dissatisfied with the response or do not receive a final response within 15 days, you have the opportunity to ask for an independent review of your complaint by contacting the Office of the Arbiter for Financial Services at the following address:

Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta

Call: (+356) 21249245
Email: complaint.info@financialarbiter.org.mt

If your complaint relates to a policy underwritten by West Bay Insurance Public Limited Company

West Bay Insurance Public Limited Company portfolio is administered by Markerstudy Insurance Services Limited (MISL)who have authority to underwrite and issue insurance policies on behalf of West Bay Insurance Public Limited Company. In such circumstances, any complaint should initially be referred to MISL; full details of the complaint notification process will be contained within your policy documentation.

Further information on the complaints handling process adopted, including timescales and referral rights can be found on the Markerstudy Insurance Services Limited (MISL) website.