Complaints Procedure

In the event that you wish to make a complaint, you may contact us on:

Expacare Limited
11 Bracknell Beeches
Old Bracknell Lane West
Bracknell
Berkshire
RG12 7BW

Email: info@expacare.com

Only for policies where the insurer is Lloyd’s (as shown on your certificate):
If you remain dissatisfied with the response you receive 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:

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA

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

Ultimately, 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
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0) 300 1239 123
Website: www.financial-ombudsman.org.uk

If you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission.  This service has been set up to help residents in the European Union (EU) who have both goods or services online, get their complaint resolved.  You can access the ODR Platform by clicking the following link:

Online Dispute Resolution (ODR) Platform

This does not affect your right to submit your complaint following the process above.  Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Services (FOS).