If you are not fully satisfied with our services, please contact our Complaints/Disputes Manager, and tell them about your complaint or dispute. We will acknowledge your complaint/dispute in writing and endeavour to resolve your problem within 15 working days.
If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA) with whom LCA is a member.
AFCA can be contacted on 1800 931 678 (freecall) or online at www.afca.org.au. The mailing address for AFCA GPO Box 3, Melbourne, VIC 3001. Alternatively, you can contact the Australian Securities & Investment Commission at their freecall infoline on 1300 300 630.
If you have a complaint about a policy that we arranged under a Lloyd’s Coverholder binder authority that can’t be resolved to your satisfaction by us you have the right to refer the matter to Lloyd’s Australia Limited.
The process is detailed here.
Lloyd’s Australia Limited, Level 9, 1 O’Connell St, Sydney NSW 2000
Email address: firstname.lastname@example.org
Telephone number: (02) 8298 0783
Facsimile number: (02) 8298 0788
Your dispute will be referred to the Policyholder and Market Assistance at Lloyd’s. Complaints that cannot be resolved by them may be referred to the Financial Ombudsman Service UK. Further details will be provided at the appropriate stage of the complaints process.
Lockton Complaints/Disputes Manager
Chief Operating Officer