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By submitting this form you confirm that you have read our Privacy Notice and understand the information you provide will be processed by the Tokio Marine Kiln group and our service providers for the purpose of dealing with your inquiry. The Tokio Marine Kiln group and our service providers will retain your data in accordance with our retention policy and Data Protection legislation.
We aim to provide the best possible products and services. However, we are aware that despite our commitment, things may not always go as planned. We take complaints very seriously 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.
However, if you wish to make a complaint you may do so in writing or verbally at any time using the contact details below.
It will help us speed up the process if you are able to provide, when submitting your complaint, the following information:
- Policy number
- Date of loss
- Subject of your complaint
- Who did you buy your insurance from?
- Who is your complaint against?
The Complaints Manager
Tokio Marine Kiln
20 Fenchurch Street
London, EC3M 3BY
T: +44 (0)20 7886 9000
We will endeavour to respond to your complaint as quickly as possible, however if we cannot resolve your complaint immediately we will provide a timeline for resolution.
If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service using the details below:
Financial Ombudsman Service
Harbour Exchange Square
Telephone: 0800 023 4567 or 0300 123 9123
If you are unsure whether FOS will consider your complaint, please contact them directly for advice.
The service FOS provides is free and impartial and contacting them at any stage does not affect your legal rights to take action.
If your policy is, or you think it is, Underwritten at Lloyd’s, please read the additional information titled ‘Lloyd’s of London policies only’ as this should assist you in the complaints process.
Lloyd’s of London policies only
If you have a complaint about a policy and your policy is underwritten at Lloyd’s of London you may direct your complaint at any time to the Complaints Department at Lloyd’s.
The Complaints Department
Lloyd's Market Services
Walter Burke Way
T: +44 (0)20 7327 5693
Lloyd’s policies can be identified by any of the following names which will be in your policy documents:
Certain Underwriters at Lloyd’s
R J Kiln
Lloyd’s of London
The Complaints Department can act not only as a first point of contact but will also re-evaluate your complaint if you remain unhappy with our decision.
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available 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 European Commission Online Dispute Resolution Platform (ODR)
If you have made a complaint to TMK about goods or services you bought from us online, and you are not happy with how we have responded, you can use the European Commission's Online Dispute Resolution (ODR) platform to put you in touch with the appropriate dispute resolution body. Their website is at: http://ec.europa.eu/odr.
This platform will direct insurance complaints to the Financial Ombudsman Service. However, you may contact the Financial Ombudsman Service directly if you prefer.
Everyone at Tokio Marine Kiln and at any third party is entitled to carry out their duties in an environment that is both ethical and compliant with legal and regulatory requirements. If anyone becomes aware of or has a reasonable suspicion that:
- they are being requested or required to be involved in any dishonest, unlawful or improper action; or
- any other member of staff, customer, agent, broker or supplier is behaving in a dishonest, unlawful or improper manner then concerns, suspicions or complaints can be raised in confidence or anonymously using the following email address: TMKwhistleblowing@tmkiln.com.
Alternatively, you can contact our regulators, the Financial Conduct Authority and/or the Prudential Regulation Authority.