Trilogy Underwriting

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Complaints

Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently, and fairly. At all times we are committed to providing you with the highest standard of service. If you have any questions or concerns about our service, please contact:

Chris Blackwell
Managing Director
Trilogy Underwriting Limited
1st Floor
153 Fenchurch Street
London EC3M 6BB
+44 07398 244912

complaints@trilogyunderwriting.com
https://trilogyunderwriting.com/complaints/

If you remain dissatisfied or your complaint relates to your insurance policy, you can refer the matter direct to the insurer who will then conduct a full investigation of your complaint and provide you with a written final response. Details of your insurer’s complaints procedure can be found within your policy wording.

Policies underwritten by DTW Syndicate 1991 @ Lloyd’s of London

If your policy was underwritten by DTW, you are a UK policyholder and you remain dissatisfied, you can refer the matter to Lloyd’s. The front page of your schedule will reference DTW. The address and contact details are as follows:

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
Email complaints@lloyds.com
Telephone +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

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

If we cannot resolve your complaint, you may refer to the Financial Ombudsman, subject to being one of the following:

  1. a consumer; or
  2. a small business at the time the complainant refers the complaint to the firm (with an annual turnover of less than £6.5 million; and employing fewer than 50 person or having a balance sheet total of less than £5 million; or
  3. a micro-enterprise (an enterprise that employs fewer than 10 persons; and has a turnover or annual balance sheet that does not exceed €2 million) at the time the complainant refers the complaint to the firm; or
  4. a charity which has an annual income of less than £6.5 million at the time the complainant refers the complaint to the respondent; or
  5. a trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint to the respondent; or
  6. (in relation to Consumer Buy-to-Let) a CBTL consumer; or
  7. a guarantor; i.e., an individual that has given a guarantee or security in respect of an obligation or liability of a micro-enterprise or small business as at the date that the guarantee or security was given.

Financial Ombudsman Service
Exchange Tower
London E14 9GE
Email complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk

Financial Ombudsman Consumer helpline:
0800 023 4567 – Calls to this number are now free on mobile phones and landlines.

0300 123 9123 – Calls to this number cost no more than calls to 01 and 02 numbers.

From abroad please call on +44 20 7964 0500.

Lines open:
Mon – Fri, 8am to 8pm
Saturday, 9am to 1pm