Contact us by email ([email protected]), telephone (0345 241 2563) or by writing to us (Kinsu, 3 Lombard St, London EC3V 9AA, UK) and explain that you wish to make a complaint. Please note Kinsu is unable to discuss policy matters via social media.

If you’re still dissatisfied you can then send a complaint using the below information:

  • Complaints at Lloyd's of London, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN.
  • Telephone 020 7327 5693
  • Email: [email protected]
  • Details of Lloyd’s complaints procedures are set out on their website at www.lloyds.com/complaints.

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. This is a free and impartial service and will not affect your legal rights.

  • Contact: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.
  • Telephone:

           -from UK landline: 080 0023 4567 (free),

           -from UK mobile phone: 030 0123 9123 (your network provider may charge),

           -from outside the United Kingdom: +4420 7964 1000. 

Alternatively, if you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform using the following link: http://ec.europa.eu/consumers/odr/

This does not affect your right to submit your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS).

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if we are unable to meet our obligations under this contract of insurance. Further Information about the Scheme is available from:

Financial Services Compensation Scheme, 10th Beaufort House, 15 St. Botolph Street, London EC3A 7QU.

Website: http://www.fscs.org.uk

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