How we handle complaints

We are committed to providing a high calibre service to all our clients but where you consider we have failed to deliver the service you expected from us you may have the right to make a complaint about our conduct or require us to rectify a mistake.

We act on our own behalf, and on behalf of insurance companies or Lloyd’s syndicates and the procedure that will apply depends on whose behalf we act.

To identify which procedure applies to you, please refer to your policy wording, though we will be happy to assist if you are unsure.

For any complaint irrespective of the identity of the insurer the initial steps are as follows:

Please contact us with the following information;

Your policy/certificate of insurance number and/or claim number;
The broker or agent from whom the insurance was purchased;
The name of the insured on the policy; and
Details of your complaint

Please provide this information to:

Senior Compliance Officer
Shepherd Compello Ltd.
55 Gracechurch Street, London EC3V 0EE or on;
lewis.sage@shepherdglobal.com; or
+44 (0)207 378 4000

We will try to resolve your complaint within three business days but where this is not possible we will send you an acknowledgement letter within five working days and keep you informed of the progress of your complaint. Where we are able to resolve your complaint within three business days, we will provide you with a summary resolution communication within five business days of receiving your complaint.

We aim to resolve your complaint within four weeks but in some circumstances this may take longer and we will then contact you explaining why and how long our investigation is likely to take.

If you are not satisfied with our response then you may have the right to refer your case to an external body to review it and consider whether the complaint is justified. The course of the complaint is dependent on the identity of the insurer.

In both cases you should supply the following information

Your policy/certificate of insurance number and/or claim number;
The broker or agent from whom the insurance was purchased (if applicable);
The identity of the insurer or Lloyd’s of London syndicate;
The name of the insured on the policy; and
Details of your complaint and the response provided to date

Where a Lloyd’s of London Syndicate is the insurer

• If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting: Complaints Team
  Lloyd’s
  One Lime Street
  London EC3M 7HAcomplaints@lloyds.com
  +44 (0)20 7327 5693
  www.Lloyds.com/complaintsDetails 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 are not happy with the way either we or Lloyd’s have handled your complaint, you may be able to refer your case to the Financial Ombudsman Service.Information is available from the Financial Ombudsman Service at www.financial-ombudsman.org.uk.You can contact them at:The Financial Ombudsman Service
  Exchange Tower
  London E14 9SRcomplaint.info@financial-ombudsman.org.uk
  0800 023 4567 or 0300 123 9123Please remember that you may have to refer your complaint to the Financial Ombudsman Service within specific timelines.We will communicate the applicable timeline in our response to your complaint.Referring your complaint to the Financial Ombudsman Service does not affect other rights you may have in law.
• If you have obtained your insurance through a broker and your complaint relates to their services, please contact your broker.
• Please note that the above complaints procedures may differ based on where you are domiciled and whether you are an eligible complainant. Please contact us for further information.

Where an insurance company is the insurer

• If you are not happy with the way we or have handled your complaint, you may be able to refer your case to the Financial Ombudsman Service. Information is available from the Financial Ombudsman Service at www.financial-ombudsman.org.ukYou can contact them at: The Financial Ombudsman Service
  Exchange Tower
  London E14 9SRcomplaint.info@financial-ombudsman.org.uk
  0800 023 4567 or 0300 123 9123
  Please remember that you may have to refer your complaint to the Financial Ombudsman Service within specific timelines. We will communicate the applicable timeline in our response to your complaint. Referring your complaint to the Financial Ombudsman Service does not affect other rights you may have in law. If you have obtained your insurance through a broker and your complaint relates to their services, please contact your broker.