Complaints procedure

External Complaints Handling Procedure


The Financial Ombudsman Service


Should you be dissatisfied with the outcome of your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. Contacting the FOS does not affect your right to take legal action.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Email: [email protected]
Telephone: +44 (0)30 0123 9123

The European Commission Online Dispute Resolution Platform


If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online.  You can access the ODR platform on

The ODR services is not available to UK residents.

Lloyd's Policies Only



Where your policy is provided by our Lloyd’s syndicate and should you remain dissatisfied with the response that you received from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

One Lime Street
London EC3M 7HA

[email protected]
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225


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.

General Directorate of Insurance and Pensions Regulations


Where your policy is written on Spanish Branch paper, please be aware that the following regulations govern the activities of the Customer Service Department of:

Tokio Marine Europe S.A. Sucursal en España:

In English
In Spanish

In addition, we have a free consumer helpline: 900 909 203 / número de atención telefónica gratuita para el consumidor: 900 909 203