Make a complaint

At Lime, we are all about giving our customers the very best service! Unfortunately, we know that sometimes things can go wrong. If you've had a bad experience or something has gone wrong, please let us know. We are committed to treating our customers fairly always want to put things right if they've gone wrong.

How to make a complaint

Where we can, we would like to resolve your concerns right away, so please can you complete our online complaints form, letting us know what when wrong and what you want us to do to put things right. Start complaint form.

If you would prefer to send us your complaint in writing, please write to:

Complaints

Level 30, Leadenhall Building

122 Leadenhall Street

London EC3V 4AB

Tel No: +44 (0)203 753 5469

or email: complaints@limeinsurance.com

Once we have received full details of your complaint, we will do what we can to resolve your concerns immediately. if we need to take further action, we will:

If, after receiving our final response, you're not happy and feel we have not considered all your concerns or you have additional information that would help us more fully understand how we can put things right, let us know and we will review our findings again. In any event, if we have not resolved your case within 8 weeks, you have the right to ask the Financial Ombudsman Service (FOS) to review your case.

The Financial Ombudsman Service (FOS) provides customers with help to resolve their complaints when firms, like us, have not been able to resolve a complaint to the customer's satisfaction. The service is provided free of charge and is impartial. We are bound by the Ombudsman's decision, but you are not and contacting them will not affect your legal rights. For more details about the Financial Ombudsman Service (FOS) visit then at www.financial-ombudsman.org.uk

If you have taken a product out online and are unhappy with this product or the service you received, you can also use the European Commission's Online Dispute Resolution Service to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service (FOS). Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after we or the insurer have had the opportunity to consider and resolve your complaint.

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Lime International Limited and Lime International Health Limited are part of a group of companies of which the ultimate parent company is Lime Global Limited.

Lime International Limited, Lime International Health Limited and Lime Global Limited are registered in England and Wales. Company numbers 10180963, 12473029 and 09666467 respectively. Registered office: Level 30, Leadenhall Building, 122 Leadenhall Street,London, EC3V 4AB

Lime International Limited is authorised and regulated by the Financial Conduct Authority. Registration number 759122. Further details can be found on the Financial Services Register at http://register.fca.org.uk

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