Complaints Procedure

At Metier Trading Limited we strive to provide an excellent service to all OUR customers but we understand that occasionally things can go wrong. WE take all of your concerns seriously and endeavour to resolve all customers’ problems promptly.

If YOU have a question or concern about YOUR policy YOU should, in the first instance follow the guidance notes or instructions in the insurance documentation YOU have been sent. The documentation will provide YOU with the INSURER for YOUR policy and how to contact them.

YOUR broker will also be able to advise YOU and provide assistance in this regard.

Alternatively, if YOU wish to contact Metier Trading Limited directly YOU should either write, email or telephone:

  • Address: Metier Trading Limited, 6th Floor, John Stow House, 18 Bevis Marks, London, EC3A 7JB
  • Phone: 0207 553 0846 | 07971 526 200
  • Email: info@metierunderwriting.com

Metier will forward your complaint to the Insurers on your behalf and provide you with the contact details of the applicable Insurer on the same day as receipt, or the next working day at the latest.

The Insurer will attempt to respond within 14 days from the date of receipt of the complaint but in any event no later than the response time stipulated by any instructions received from the relevant UK regulator

In the unlikely event that YOU remain dissatisfied with the response from the Insurer, where YOUR policy is written through Lloyd’s of London YOU can refer your complaint to Lloyd’s Complaints Team at the following address, and Lloyd’s will respond to your complaint within 8 weeks from the date of receipt of your original complaint by Metier or the Insurer.

Complaints Team

  • Address: Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN
  • Telephone: 0207 327 5693
  • Facsimile: 0207 327 5225
  • E-mail: complaints@lloyds.com

Details of Lloyd’s complaints procedure are set out in a leaflet “Your Complaint - How We Can Help available at www.lloyd’s.com/complaints and are also available from the above address.

Should YOU remain dissatisfied after Lloyd’s has considered YOUR complaint and YOU are NOT a policyholder in the UK, YOU should, in the first instance, seek advice from YOUR broker as to whom YOU should direct your complaint.

If YOU are a policyholder in the UK, YOU may be able to refer the matter 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, they can normally deal with complaints from private individuals and from small organisations; further information is available from:

The FOS opening hours are: Monday to Friday 8am to 8pm and Saturday 8am 9am to 1pm Making a complaint to the Financial Ombudsman Service (FOS) does not affect YOUR rights under this policy but if YOU are not an eligible complainant then the informal complaint process ceases.

A summary of the FOS complaint handling procedure is available on request and will also be provided to YOU when acknowledging a complaint. About the Financial Ombudsman Service (FOS).

Eligible complainants are:

  • a) private individuals; and
  • b) micro-enterprises.
    • ‘Micro-enterprises’ will be able to bring complaints to the ombudsman as long as they have an annual turnover of under EUR2 million and fewer than ten (10) employees.
  • c) charities with an annual income of less than GBP1million; or
  • d) a trustee of a trust with net assets of less than GBP1million.

The FOS will only consider a complaint if YOU are an eligible complainant and if:

  • a) WE have been given an opportunity to resolve it and
  • b) WE have sent You a final response letter and You have referred Your complaint to the FOS within six (6) months of Our final response letter or
  • c) WE have not responded to Your complaint with a decision within eight (8) weeks.

Financial Services Compensation Scheme

WE are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if WE cannot meet OUR obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS.

  • Address: Financial Ombudsman Service (FOS), 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU
  • Telephone: 0207 741 4100
  • Helpline: 0800 678 1100
  • Facsimile: 0207 741 4101
  • Website: www.fscs.org.uk

The FSCS opening hours are: Monday to Friday 8:30am to 5:30pm excluding