How to make a complaint

We take complaints very seriously at Probitas 1492 and aim to handle them to your satisfaction in a quick and efficient manner.

If you have any questions or concerns about your policy, or the handling of a claim, in the first instance please contact your broker, intermediary or retail agent.

If you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to our Managing Agent, Capita Managing Agency Ltd:

Telephone: 020 7709 4500
Fax: 020 7709 4501

Email: compliance.cisg@capita.co.uk and complaints@probitas1492.com

Compliance Director
Capita Managing Agency Ltd
65 Gresham Street
London EC2V 7NQ

 

It will help speed up the process if you are able to provide the following information when submitting your complaint:

  • Policy Number
  • Date of loss
  • Subject of your complaint
  • Who did you purchase your insurance from?
  • Who is the complaint against?

 

In the unlikely event that you remain dissatisfied with the way we have handled your complaint; you may refer your grievance to the Complaints team at Lloyd’s:

Telephone: 020 7327 5693
Fax: 020 7327 5225

Email: complaints@lloyds.com

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA

www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints or 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.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

The FOS’s contact details are as follows:

Telephone: 0800 023 4567

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

Financial Ombudsman Service
Exchange Tower
London E14 9SR

 

If you were sold a product online or by other electronic means and 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.

Business Partners…

If you are one of our business partners and wish to raise any concerns about the way in which our customers are treated, we would like to hear about it. Please email us directly: compliance.CISG@capita.co.uk and compliance@probitas1492.com