18-12-2017

Hayward Aviation wishes to advise that your views are important to us. Should we not deliver to the high standard of service you expect from us, or if we make a mistake, we want to know.

A complaint is "any expression of dissatisfaction whether oral or written, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a service".

We will investigate your complaint and try to resolve the problem as quickly as possible.

How we handle complaints

Please contact us at your earliest convenience with the following information:

Your policy number and/or claim reference number (if you have one)
Your full name, address and telephone number
Details of any previous correspondence you've had with us
Details of your problem or complaint

We will try to give you an answer there and then, but if this is not possible we will take full details from you and arrange for the problem to be investigated.

You can contact us in one of the following ways:

In writing

Hayward Aviation
The St Botolph Building
138 Houndsditch
London
EC3A 7AW

By phone +44 (0) 207 902 7800

By email: customer.complaints@haywards.net

We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within eight weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Where the problem is with your insurer we will both advise you of how to contact your insurer and advise your insurer of your problem.

Your Insurer, once contacted will respond to you directly. Should you still be dissatisfied with your insurers response to your problem you may have the right to refer your complaint to Lloyd's of London should your policy be a Lloyd's policy.

Lloyd’s Complaints procedure

The complaints team at Lloyd’s is committed to ensuring that complaints about insurance at Lloyd’s are handled fairly. If you have such a complaint, they will seek to help you resolve it.

How to complain

You can write to Complaints

Lloyd’s

Fidentia House

Walter Burke Way

Chatham Maritime

Kent ME4 4RN

complaints@lloyds.com

Tel: +44 (0) 20 7327 5693

Fax: +44 (0) 20 7327 5225

www.lloyds.com/complaints

You can also download a complaint form from www.lloyds.com/complaints and sent this to Lloyds with any material you have that could help Lloyd’s deal with your case.

Before doing so, however, it may help to put matters risks quickly if you first:

• Check your insurance policy – this may answer your query;

• Contact your insurance intermediary to see if they can offer any help or advice;

• Talk to the claims administrator about the problem, if your query relates to a claim

• Finally, follow the complaints procedure set out within your policy.

How Lloyds will handle your complaint

Lloyds make every effort to resolve disputes at the earliest possible stage. Lloyds operate a 2 stage process

Step One : Referral to the Lloyd’s Syndicate

When Lloyd’s receive your complaint, they will:

• Acknowledge receipt promptly

• Pass you complaint to the Lloyd’s syndicate involved for their response. They have 14 days to review the matter and reply to you. Most of the complaints Lloyd’s have are handled this way.

If your complaint remains unresolved, please e-mail Lloyd’s with your reasons for wishing to escalate the complaint to the next stage, or call Lloyd’s.

  Step Two: Lloyd’s investigate your complaint

If you tell Lloyd’s that you are not satisfied with the Syndicate’s response to your complaint, Lloyd’s will consider what steps can be taken to help resolve the complaint. Generally this involves obtaining the necessary papers from the Lloyd’s Syndicate involved and conducting a detailed investigation.

• Lloyd’s will tell which member of the team will be handling your case

• Once the investigation is complete, Lloyd’s will provide you with a final response letter outlining their conclusion.

• In accordance with the FCA’s rules Lloyd’s aims to conclude their enquiries and provide you with a final response within 8 weeks.

If Lloyd’s are unable to conclude the investigation within this timescale, Lloyd’s will write to you setting out why, and telling you when they expect to finalise matters.

The Financial Ombudsman Service (FOS)

If you not satisfied with Lloyd’s response, you may refer your complain to the Financial Ombudsman Service or FOS as it is commonly known. FOS can only consider your complaint following Lloyd’s consideration of the matter.

Lloyd’s will send to you a leaflet about the FOS with their response. The FOS contact details are on the back of this leaflet.

If you appoint someone to act on your behalf

You can ask someone else to complain on your behalf. However, if you employ a professional to complain on your behalf (e.g. a solicitor or loss adjusters etc.) you will have to meet their costs yourself.

Again if you are not happy with the way your Insurer or Lloyd's of London have handled your complaint, the outcome of it, or if eight weeks have passed and you have not been sent your final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone: 0800 023 4 567

By email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.