26-04-2017

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.

We will advise you if you are eligible to refer your problem to Lloyd's of London once you contact us. Complaints are normally referred to Lloyd's by clients if they are still dissatisfied with their response. Lloyd's will investigate the matter and provide a final response. Lloyd's contact details are as follows:

The Complaints Department
Lloyd's Market Services
Fidentia House
Walter Burke Way
Chatham
Kent
ME4 4RN
United Kingdom

By phone + 44 (0)20 7327 5693

By email: complaints@lloyds.com

Website: www.lloyds.com/complaints

We hope that you'll never have to do this, but if you're not happy with the way we've handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

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.