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Complaints

We aim to provide a first class service, but if anything ever goes wrong you’ll find how to make a complaint here. 

  • How do I make a complaint to ERS?

    If you have any reason to complain about your insurance policy, or us, please contact our dedicated complaints handling department: 

    Tel: 0345 268 0279

    Email: complaints@ers.com

    Our office hours are 9.00am to 5.00pm, Monday to Friday. 

    Alternatively, you can write to us at the following address: 

    Customer Relations Department
    PO Box 3937
    Swindon
    SN4 4GW 

    Please quote your insurance document number in any communication, which is shown on your certificate of insurance and schedule.  If known, please quote your claim number.

    If you ask someone else to act on your behalf, you should give us written authority to allow us to deal with them.

  • How can I make a complaint to Lloyd’s?

    Should you be dissatisfied with our response to your complaint, you can 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 

    E-mail: complaints@Lloyds.com
    Telephone:  +44 (0) 20 7327 5693
    Fax:  +44 (0) 20 7327 5225

    Website: www.lloyds.com/complaints

    If you ask someone else to act on your behalf, you should give us written authority to allow us to deal with them.

  • How do I make a complaint to the Financial Ombudsman Service (FOS)

    If you are dissatisfied with 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:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR 

    E-mail: complaint.info@financial-ombudsman.org.uk

    Telephone: +44 (0)300 123 9123 Website:www.financial-ombudsman.org.uk