Complaints Procedure

What is a complaint?

Please note that we apply the Financial Conduct Authority (FCA) definition of a complaint, which is defined in the FCA Handbook as; "any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which (1) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and (2) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service."


Who is an eligible complainant?

The following list are those who are come under the Jurisdiction of the Financial Ombudsman Service and are therefore, classed as eligible complainants (considered high risk in the eyes of the FCA):

  • Consumer;
  • Micro-enterprise with a turnover under €2million or income under £1m & under 10 employees;
  • Charity with annual income under £6.5million;
  • Trustee of a trust with net asset value under £5million;
  • SME’s with a turnover under £6.5m and few than 50 employees, or a balance sheet total of less than £5m;
  • A guarantor (an individual who is not a consumer and has given a guarantee or security in respect of an obligation or liability of a person which was an SME at the date that the guarantee or security was given).

In addition, when determining whether SMEs meet the criteria set out above, account should be given to ‘partner enterprises’ and ‘linked enterprises’ i.e. if the partner or linked enterprise does not meet the criteria set out in point 1 then neither will the SME.

Linked enterprises are those which have any of the following relationships with each other:

  1. an enterprise has a majority of the shareholders’ or members’ voting rights in another enterprise

  2. an enterprise has the right to appoint or remove a majority of the members of the administrative, management or supervisory body of another enterprise

  3. an enterprise has the right to exercise a dominant influence over another enterprise pursuant to a contract entered into with that enterprise or to a provision in its memorandum or articles of association

  4. an enterprise, which is a shareholder in or member of another enterprise, controls alone, pursuant to an agreement with other shareholders in or members of that enterprise, a majority of shareholders’ or members’ voting rights in that exercise.

    NOTE: Partner enterprises are all enterprises which  are not classified as linked enterprises (as per the criteria above) where the enterprise holds either jointly with one or more linked enterprises, 25% or more of the capital or voting rights of another enterprise.


How to make a complaint

The easiest way to complain is by simply calling your regular Carroll Insurance Group Ltd contact (usually your Account Manager or Claims Handler), providing details of your complaint. Their contact number will can be found on your policy documentation or by using our main contact number below:

  • 0207 623 2228

Alternatively, you may wish to complain in writing to your regular contact, any Director or to the Compliance Officer, Michael Cairns, at the following address:

  • Carroll Insurance Group Limited, 2 White Lion Court, Cornhill, London, EC3 3NP

You can also complain online using our Enquiry Form  where you can send us details to help us understand your issues.

However you contact us, your complaint will be logged on to our complaints system, which is integral with our insurance broking system to ensure it is followed through to its resolution.  You will also be informed of the full complaints process.


What to expect

Once a complaint has been received, we will try to address and resolve your complaint as quickly and effectively as possible.  To help us to understand how we can help you, we will need you to tell us the following information:

  • Your personal details

  • Your claim or policy details

  • What’s gone wrong

  • What you would like us to do to put things right

We will investigate the complaint competently, diligently and impartially, obtaining additional information as necessary. We will assess fairly, consistently and promptly the subject matter of the complaint, whether the complaint should be upheld and what remedial action or redress (or both) may be appropriate.

We will record your complaint, and investigate it without delay. We will respond to you with in the following time frames:

  • If a solution to your complaint can be resolved informally, we have 3 business days to do so. It’s possible that a misunderstanding may have arisen over the terms of insurance for example or the cost and this might be easily resolved. If we are able to resolve your complaint to your satisfaction, we will send you a ‘Summary Resolution Communication’ within 5 business days of your original complaint.Our letter will confirm that you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of the date of our communication.

  • If we can’t resolve your complaint within 3 business days, then your complaint will be referred to either your Lloyd’s Underwriter or Company Market to take further.They will acknowledge your complaint within 5 business days and if in the unlikely event that your complaint hasn’t been resolved within four weeks of its original receipt, they will write and let you know the reasons why and the further action that they will take.We will monitor your complaint at all times and you can always contact us at any point with any queries.


  • Within 8 weeks of your original complaint, your Lloyd’s Underwriter or Company Market will either issue you with a final response letter confirming the outcome of their investigations and also, their decision, or a letter confirming when they anticipate to have concluded their investigation.Again, we will monitor your complaint at all times and you can always contact us at any point with any queries.



    Certain Underwriters at Lloyd’s

    If your insurance is placed with Certain Underwriters at Lloyd’s, then in the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Policyholder & Market Assistance team at Lloyd’s. Their contact details are as follows:

    Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at and are also available from the above address.


    Financial Ombudsman Service (FOS)

    Ultimately, should you remain dissatisfied with your final response from us, Lloyd’s Underwriter or Company Market, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS’s contact details are as follows:

    The following list are those who are come under the Jurisdiction of the Financial Ombudsman Service and are therefore, classed as eligible complainants (considered high risk in the eyes of the Financial Conduct Authority):


    Alternative Dispute Resolution

    If you have taken a product out online with us and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after Aviva have had the opportunity to consider and resolve this.

      • Address: The Policyholder & Market Assistance Department, Lloyd’s Market Services, One Lime Street, London, EC3M 7HA
      • Tel: +44 (0) 20 7327 5693
      • Fax: +44 (0) 20 7327 5225
      • E-mail:
      • Micro-enterprise…turnover under €2million & under 10 employees;

      • Charity with annual income under £1million;

      • Trustee of a trust with net asset value under £1million.

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