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Complaints Handling Procedure

Aspen aims to always provide the highest quality of service to our customers, but we recognize that complaints may arise as part of the normal course of business. Understanding and acting on the cause of complaints can provide Aspen with an opportunity to improve the service we provide.

If you feel that we have failed to provide you with the best service, please let us know immediately. We take all customer complaints seriously and we are committed to resolving your complaint quickly, openly, and fairly.

How to complain

If you are unhappy with any aspect of the handling of your insurance, we would ask you to contact the department concerned in the first instance. If you remain unhappy or feel the matter has not been resolved to your satisfaction, you may refer a complaint to us at any time in one of the following formats:

For U.S. Complaints please use the email address below.

  • By telephone: 0207 184 8841
  • By email: [email protected]
  • In writing at: Complaints Department, Aspen Insurance UK Limited, 30 Fenchurch Street, London EC3M 3BD

All complaints are managed in accordance with our Regulators’ standards:

  • For Aspen Insurance UK, this is the FCA,
  • For Aspen Insurance UK Canadian Branch, this is the Financial Consumer Agency of Canada,
  • For Aspen Managing Agency Limited, Syndicate 4711, this is Lloyd’s,
  • For the US, this is the insurance department in the US state or territory in which the complainant resides.

How we handle your complaint

Step 1:
Within 5 working days of receiving your complaint:
We will send you an acknowledgement letter. This letter will provide the contact details of the person who will be supporting you throughout your complaint.

Step 2:
Within 8 weeks of receiving your complaint:
We will provide you with a final response explaining the outcome of our investigation and the next steps, or a letter confirming when we anticipate we will have concluded our investigation. This letter will allow you to take your complaint to the Financial Ombudsman Service.

Step 3:
Refer your complaint to the Financial Ombudsman Service (FOS):
If after making a complaint you remain unhappy and feel the matter has not been resolved to your satisfaction you may be able to refer your complaint to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service (FOS), in one of the following ways:

This is a free and impartial service, and you are entitled to contact the FOS at any stage of your complaint, although they will only investigate the complaint one you have received a final response, or 8 weeks have passed since you initially made the complaint. Not all complainants may refer complaints to the FOS, but for our part we will treat all complainants equally and fairly. The Financial Ombudsman Service (FOS) may not be able to consider a complaint if you (at the time of the complaint referral):

  • are a ‘micro-enterprise’ (a type of small business) with an annual turnover of more than £2 million (or its equivalent in any other currency) and fewer than ten employees
  • are a small or medium-sized enterprise (SME) with an annual turnover of more than £6.5 million (or its equivalent in any other currency) and fewer than 50 employees
  • are a charity with an annual income of more than £6.5 million (or its equivalent in any other currency);
  • are a trust that has a net asset value of more than £5 million (or its equivalent in any other currency)

For Canadian Clients

You can contact the General Insurance OmbudService (GIO) in one of the following ways:

This is a free and impartial service and you are entitled to contact the GIO at any stage of your complaint, although GIO Consumer Service Officers can only review a case once the policy holder has received a final position letter from their insurance company. The types of consumer complaints that GIO generally deals with include claims, interpretation of policy coverage, policy processing and handling. Some matters are beyond the scope of GIO services. These include:

  • The cost of insurance and rates. (In Alberta only, GIO assists policyholders in resolving complaints about auto premiums in accordance with provincial legislation);
  • Availability of insurance;
  • Dispute settlement procedures as required by law or designated regulatory authorities;
  • Matters that have been, or are, before the courts.

Following this complaint procedure does not affect your rights to take legal action.

Lloyd’s Business

With reference to our Aspen Managing Agency Business (Syndicate 4711), should you remain dissatisfied with the response that you receive from us, you may refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response.

Lloyd’s can be contacted in one of the following ways:

  • By telephone: 0207 327 5693
  • By email: [email protected]
  • In writing at: Complaints, Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham Kent, ME4 4RN · By online form: www.lloyds.com/complaints

For Complaints from jurisdictions outside of the U.K. please find the contact information on the Lloyd’s website: www.lloyds.com/resources-and-services/make-a-complaint/policyholder-complaint