Complaints

We will always endeavour to give you the highest standard of service, however should you ever have cause to make a complaint we will address all complaints seriously, promptly, fairly and completely; and deal with FCA-eligible complainants in accordance with the FCA’s Rules. FCA-eligible complainants are

• Consumer customers, i.e. a private individual insuring for non-business purposes;

• Micro-Enterprises, i.e.
  • annual turnover or balance sheet doesn’t exceed €2m and
  • employs fewer than 10 staff;

• Small Business, i.e. not a Micro-Enterprise but has
  • annual turnover of less than £6.5m and
  • either (i) employs fewer than 50 staff; OR (ii) has balance sheet less than £5m

• a Charity with Turnover of less than £6.5m;

• a trustee of a trust with net assets of less than £5m.

If you need to make a complaint please contact our Compliance Officer who will ensure your complaint is acknowledged, adequately investigated, dealt with fairly and will endeavour to provide you with a prompt response.

Mr David Rowe, ACII
Compliance Officer
Ambris LLP   /or   Ambris Europe Srl   [as applicable]
140 Fenchurch Street
London
EC3M 6BL
Email:               david.rowe@ambris.uk  or  david.rowe@ambris.eu    [for Ambris LLP or Ambris Europe Srl]
Telephone:      +44 (0)203 773 2329

If your complaint concerns a Lloyd’s policy or a Lloyd’s underwriter you should contact them directly. Alternatively, you may contact the Lloyd’s Complaints Team.

• If it concerns a Lloyd’s of London policy / certain underwriters at Lloyds, you should contact

Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Email:              complaints@lloyds.com
Telephone:      +44 (0)20 7327 5693

OR

• If it concerns a Lloyd’s Insurance Company SA policy, you should contact

Service Manager
Operations Team
Lloyd’s Insurance Company S.A.
Bastion Tower
Marsveldplein 5
1050 Brussels
Belgium
Email:              lloydsbrussels.complaints@lloyds.com
Telephone:      +32 (0)2 227 39 40

If you remain dissatisfied with our response, or where applicable a Lloyd’s underwriter’s or Lloyd’s response, and:

• it concerns Ambris LLP and, you fit the above criteria of an FCA-eligible complainant you may be entitled to refer your complaint to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email:              complaint.info@financial-ombudsman.org.uk
Telephone:      +44 (0)300 123 9 123
Website:          www.financial-ombudsman.org.uk

OR where

• it concerns Ambris Europe Srl, you may be entitled to refer your complaint to:

Insurance Ombudsman Service
35 Square de Meeûs
Brussels
1000
Email:              info@ombudsman.as
Telephone:      +32 (0) 2 547 59 75
Website:          www.ombudsman.as