HANDLING COMPLAINTS

Cincinnati Global Underwriting Ltd. operates through Cincinnati Global Underwriting Agency Ltd., which is the Lloyd’s managing agent for Cincinnati Global Syndicate 318. Collectively, the group is known as Cincinnati Global.

Complaints are handled with the utmost importance and care at Cincinnati Global. We aim to resolve all complaints in an efficient manner whilst ensuring compliance with the complaints handling procedural requirements set out by the Financial Conduct Authority, Lloyd’s and other applicable regulatory bodies. At first instance, if you have any questions or concerns about your policy or the handling of a claim, please contact your broker, intermediary or retail agent.

If you would like to make a complaint to Cincinnati Global, please provide the following information, written or verbally, so that we can effectively review your concern:

• Your policy number and/or claim reference number (if applicable)
• Your full name, address and telephone number
• Details of any previous correspondence you have had with Cincinnati Global
• Full details of your complaint and who it is against

 Our contact details in relation to handling complaints are as follows:

Compliance Officer
Cincinnati Global Underwriting Ltd.
Third Floor, One Minster Court
Mincing Lane
London EC3R 7AA

Email: complaints@cinfinglobal.com
Tel: +44 (0)20 7220 8200
Fax: +44 (0)20 7220 8290

www.cinfinglobal.com

Lloyd’s multi-stage complaints process

As all Cincinnati Global policies are underwritten at Lloyd’s of London, we have a multi-stage complaints process in which, if you are still not satisfied that your complaint has been adequately dealt with upon contacting us using the details above, you can also direct your complaint at any time to the Lloyd’s Complaints department. Their contact details are as follows:

Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

Email: complaints@lloyds.com

Tel: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225

Details of Lloyd’s complaints procedure 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 can also refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you are entitled to refer your complaint to the Financial Ombudsman Service. Their contact details are as follows:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Tel: 0800 023 4567 or 0300 123 9123; or from abroad +44 20 7964 0500
www.financial-ombudsman.org.uk

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service is free and impartial, and contacting them at any stage does not affect your legal rights.