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Complaints

GROVES, JOHN AND WESTRUP LIMITED AND MUNICH RE SYNDICATE LIMITED AT LLOYD'S ARE COVERED BY THE FINANCIAL OMBUDSMAN SERVICE

Our Policy is one of fairness and integrity with our customer. However, for whatever reason from time to time things can go wrong. If for any reason you are dissatisfied with our service you may:

Telephone0151 473 8000
Monday to Friday 9am to 5.30pm
Write toThe Chief Executive Officer
Groves, John and Westrup Limited,
8th Floor Walker House,
Exchange Flags,
Liverpool,
L2 3YL
Emailcomplaints@gjwdirect.com

We will aim to resolve your complaint within five working days but if we are unable to do so we will acknowledge receipt of your complaint within that period. We will attempt to provide you with our decision within two weeks. If we do not do so or if the complaint cannot be resolved amicably you have the right to refer your complaint to the Complaints Team at Lloyd's. Their address is:

Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

Emailcomplaints@lloyds.com
Telephone+44 (0)20 7327 5693
Fax+44 (0)20 7237 5225

If you were sold this product online or by other electronic means within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service- this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr

Details of Lloyd's complaints procedures are set out in a leaflet "How We Will Handle Your Complaint" available at www.lloyds.com/complaints and are also available from the above address.

If you remain dissatisfied after Lloyd's have considered your complaint, or if they do not let you have a final decision within eight weeks of your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. This is in addition to any other action you may subsequently wish to take including legal action. An application to the Financial Ombudsman Service must be made within six months of being notified of Lloyd's decision about your complaint.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS' contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Emailcomplaint.info@financial-ombudsman.org.uk
Telephone+44(0)300 123 9123
Websitewww.financial-ombudsman.org.uk

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