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Your Gap Insurance Policy 
is Covered by The Financial  Ombudsman Service

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Policies Underwritten by a   
Consortium of Lloyds Syndicates 

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At GapInsurance123 our aim is to provide you with a high quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to lodge a complaint.

Please take special note that should you wish to direct your complaint directly to Lloyd’s in the first instance, you may do so by using the contact information referenced in Step 2 below.

Step 1 - Who do I contact to register my complaint?

1. Does your complaint relate to a claim?

Please contact:
Claims Consortium Group Limited,
Copthall House, King Street, Newcastle under Lyme, ST5 1EL.
Tel: 0330 174 2071

Email: claims.tpa@claimsconsortiumgroup.co.uk

2. Does your complaint relate to the sale of your policy, a change to your policy or a policy query?

Please contact:
Arch Complaints Team,
5th Floor, 60 Great Tower Street, London, EC3R 5AZ
Email: Complaints@archinsurance.com


Step 2 - Who do I contact if I am not happy with the response to my complaint?

Should you remain dissatisfied with the outcome of your complaint from the administrator or the claims administrator, your legal rights are not affected.

a) If you are a private individual who is taking out this insurance contract wholly or mainly for purposes unrelated to your business, trade or profession, you may refer your complaint to Lloyds.

b) If you are a sole trader, a partnership or a limited company taking out this insurance contract wholly or mainly for purposes relating to your business, trade or profession, it may be possible in certain circumstances to refer your complaint to Lloyd’s.

Lloyd’s contact information is:
Complaints at Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent
ME4 4RN
Tel: +44 (0)20 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints


Details of Lloyd's complaints procedure are set out in a leaflet "How We Will Handle Your Complaint”, which is available at the website address above. Alternatively, you may ask Lloyd’s for a hard copy.

Step 3 - Who can I contact if I am not happy with the response from Lloyds?

If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to an alternative dispute resolution (ADR) body.

If you live in the United Kingdom or the Isle of Man, the contact information is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 0234 567 (calls to this number are free on mobile phones
and landlines).

Tel: 0300 1239 123 (calls to this number cost no more than calls to
01 and 02 numbers).

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If you live in the Channel Islands, the contact information is:

Channel Islands Financial Ombudsman
PO Box 114
Jersey, Channel Islands
JE4 9QG
Jersey Tel: +44 (0)1534 748610
Guernsey Tel: +44 (0)1481 722218
International Tel: +44 1534 748610
Email: enquiries@ci-fo.org
Web: www.ci-fo.org

 

This does not affect your statutory rights in any way.