How we handle complaints

The following complaints procedure is for policyholders who purchased their insurance policy from our London office. Policyholders who purchased their insurance policy from other offices should consult their policy documents for the relevant complaints procedure.

In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Hiscox Customer Relations Team:

Hiscox Customer Relations
The Hiscox Building York
Peasholme Green
Y01 7PR

Telephone: 0800 116 4627 or 01904 681 198
E-mail: [email protected]

In the unlikely event that you remain dissatisfied with the way we have handled your complaint, you may refer your grievance to the Complaints team at Lloyd’s: 

One Lime Street
London EC3M 7HA

Telephone: 020 7327 5693
Fax: 020 7327 5225
E-mail: [email protected]

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. If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at

If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, which has been set up by the European Commission.