Making a complaint

At Lime, we take customers’ complaints very seriously and aim to ensure that whenever a customer is unhappy with our service, we handle their issue fairly and quickly, so a resolution can be provided without delay.

If you are unhappy about our service and wish to raise a complaint, you should in the first instance contact:

Email: complaints@limeinsurance.com

Compliance
Lime International Limited
Level 30
The Leadenhall Building
122 Leadenhall Street
London
EC3V 4AB

Tel no. +44(0)203 753 5469

In the event that you remain dissatisfied and wish to raise a complaint with Lloyd's, you can do so at any time by referring the matter to:

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

Tel: +44 (0)2073275693
Fax: +44 (0)7327 5225

Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures, including timescales, are set out in a leaflet, “Your Complaint-How We Can Help”, available at www.lloyds.com, and are also available from the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint, or, in any event, after a period of eight weeks from making your complaint, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The contact details for the FOS are: The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 0234567 (calls to this number are free from “fixed lines” in the UK) or 0300 1239123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).