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:


Lime International Limited
Level 30
The Leadenhall Building
122 Leadenhall Street

Tel no. +44(0)203 753 5469

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


Aviva Health UK Ltd
Complaints Department
PO Box 540
SO50 0ET

Tel: 0800 051 750

If you remain dissatisfied after Aviva 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 0300 123 9123.

If you have taken a product out online with Lime or Aviva and are unhappy with this product or the service you received, you can also use the European Commission’s Online Dispute ( service to make a complaint.  The purpose of the platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. 

Please note that the Financial Ombudsman Service will only consider your complaint if you have given Aviva and Lime the opportunity to resolve the matter first.  Making a complaint to the Ombudsman will not affect your legal rights.