Handling Complaints

Complaints are handled with the utmost importance and care at Beaufort Underwriting Agency Limited (Beaufort). We aim to resolve all complaints in an efficient manner whilst ensuring compliance with the complaints handling procedural requirements set out by the Financial Conduct Authority (FCA), Lloyds and other applicable regulatory bodies. At first instance, if you have any questions or concerns about your policy or the handling of a claim please contact your broker, intermediary or retail agent.

If you would like to make a complaint to Beaufort please provide us with the following information, written or verbally, so that we can deal with your complaint as effectively as possible:

  • Your policy number and/or claim reference number (if applicable)
  • Your full name, address and contact telephone number
  • Details of any previous correspondence you have had with Beaufort
  • Full details of your complaint and who it is against

Our contact details in relation to handling complaints are as follows:

Compliance Officer
Beaufort Underwriting Agency Limited
Third Floor, One Minster Court
Mincing Lane,
London EC3R 7AA

Email: complaints@beaufort-group.com
Tel: +44 (0)20 7220 8200


Lloyd’s multi-stage complaints process
As all Beaufort policies are underwritten at Lloyd’s of London we have a multi-stage complaints process, in which, if you are still not satisfied that your complaint has been adequately dealt with upon contacting us using the details above, you can also direct your complaint at any time to the Lloyd’s Complaints Department. Their contact details are as follows:

Fidentia House
Walter Burke Way
Chatham Maritime

Tel: +44 (0)20 7327 5693

Fax: +44 (0)20 7327 5225

Details of Lloyd’s complaints procedure are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address. If you remain dissatisfied after Lloyd’s has considered your complaint, you can also refer your complaint to the Financial Ombudsman Service.


Financial Ombudsman Service
If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you are entitled to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123 or from abroad +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service is free and impartial and contacting them at any stage does not affect your legal rights.