Complaints

If you are unhappy with the service provided to you by CoverCloud, you can contact us using the below information and including as much about your policy as possible and the reason(s) behind your dissatisfaction: 

Telephone: 0345 812 0030
Email: admin@covercloud.co.uk
Post: The Compliance Officer, Acumen Insurance Services Ltd, 30 Minories, London, EC3N 1PE

We will then review your complaint and consider what steps we can take to resolve the matter quickly and fairly.  Once we have reviewed the information, we will provide you with our response within 8 weeks. 

Lloyd’s Customers

If you remain dissatisfied following our response, you have can refer the complaint to the Complaints team at Lloyd’s and can contact them using the following: 

Telephone: +44 (0)207 327 5693
Fax: +44 (0)207 327 5525
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Further information regarding how Lloyd’s will handle your complaint can be found in the “Your Complaint – How We Can Help” leaflet at the above mentioned website.

Financial Ombudsman Service - FOS

Should you remain dissatisfied by our response or the response from Lloyd’s, you may refer your complaint to the Financial Ombudsman Service.  This must be done within 6 months of our final response. The FOS will inform you directly of its decision. Referral to the FOS will not prejudice your right to take subsequent legal proceeding.  You can contact them using the following: 

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk 
Website: www.fos.org.uk

Online Dispute Resolution – ODR

This is an initiative from the European Commission that helps European Union (EU) residents, who have bought goods or services online, get complaints resolved. It is designed mainly to assist where the customer is in one EU country and the company that supplied the goods or services is in another. If you have purchased a CoverCloud product online you can submit a complaint through the ODR platform in any of the official languages of the EU. 

You can access the ODR website at ec.europa.eu/odr

The platform will send your complaint to an Alternative Dispute Resolution Provider which in the UK is the Financial Ombudsman Service.