Perceptive Underwriting

How we handle complaints


The Nexus Group is committed to providing an excellent service to our clients but we recognise that there may be occasions when you may feel we could do better.  If this is the case then please follow the below to log your complaint with the relevant parties.

Nexus acts on behalf of insurance companies or Lloyd’s syndicates: the procedure that applies will depend on whose behalf we act.  To identify which procedure applies to you, please refer to your policy wording.  Please do contact us if you have any doubt which procedure applies to you.


Procedure applicable where the insurer(s) is a UK insurance company

Step 1:

Please contact us at your earliest convenience with the following information:

  • Your policy or claim number
  • Name of the Insured
  • Details of your complaint

Please send to:

Nexus Risk & Compliance Officer
Nexus Group
52 - 56 Leadenhall Street
London EC3A 2EB
Telephone: +44 (0)20 3011 5700
Email: compliance@nexusunderwriting.com

Step 2:

We will send you an acknowledgement letter within five working days, and keep you informed of the progress of your complaint.  We aim to resolve your complaint within 8 weeks.  However in some circumstances this may take longer.  We will then contact you explaining why and how long our investigation is likely to take.

Step 3:

If you are dissatisfied with the resolution of your complaint, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS's contact details are as follows:

Financial Ombudsman Service
Exchange Tower

Harbour Exchange Square
London
E14 9SR

Email: complaint.info@financialombudsman.org.uk
Telephone: +44 (0)800 023 4567
Website: www.financial-ombudsman.org.uk

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.

If you have obtained your insurance through a broker and your complaint relates to their services, please contact your broker.


Procedure applicable where the insurer(s) is a Lloyd’s syndicate:

Step 1:

Please contact us at your earliest convenience with the following information:

  • Your policy or claim number
  • Name of the Insured
  • Details of your complaint

Please send to:

Nexus Risk & Compliance Officer
Nexus Group
52 - 56 Leadenhall Street
London EC3A 2EB
Telephone: +44 (0)20 3011 5700
Email: compliance@nexusunderwriting.com

Step 2:

If following an initial assessment of the complaint it is considered unlikely that it would be resolved by the end of the third working day following its receipt, an acknowledgement letter will be sent promptly (within two working days where possible) and we aim to provide a final response within 2 weeks. 

Step 3:

If, after taking this action, you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd's for a stage one review. Lloyd's will investigate the matter and provide a response within two weeks of receipt of the complaint.  If a complaint cannot be resolved within two weeks an investigation ongoing letter will be sent within 4 weeks of the original complaint.  Lloyd's contact details are as follows:

Complaints

Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent ME4 4RN
UK

Email: complaints@lloyds.com
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Website: www.lloyds.com/complaints

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 with the stage one response, or no stage one response has been sent by the managing agent within two weeks of receipt of the complaint, the policyholder can request Lloyd’s to undertake a stage two review by Lloyd’s and in most cases Lloyd’s will complete its investigation and send the Final Response by the end of the eight weeks after the complaint is received.

Step 4:
Having taken this action, should you remain dissatisfied with Lloyd's final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS).  The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS's contact details are as follows:

Financial Ombudsman Service
Exchange Tower

Harbour Exchange Square
London
E14 9SR

Email: complaint.info@financialombudsman.org.uk
Telephone: +44 (0)800 023 4567
Website: www.financial-ombudsman.org.uk

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.

If you have obtained your insurance through a broker and your complaint relates to their services, please contact your broker.

If you are not eligible to refer your complaint to the Financial Ombudsman Service, you can escalate the matter to our Risk & Compliance Officer who can advise you further:

Please send to:

Nexus Risk & Compliance Officer
Nexus Group
52 - 56 Leadenhall Street
London EC3A 2EB
Telephone: +44 (0)20 3011 5700
Email: compliance@nexusunderwriting.com





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