Customer Service
We aim to provide a first-class service.
If you have any cause to complain, or you feel that we have not kept our promise, please contact your insurance advisor.
If you are not happy with the way the matter is dealt with, you may contact us in the following ways:
Telephone: 01792 761594
Telephone: 0845 602 7454
Alternatively you may write to the Chief Executive of Equity Red Star. The address is: Library House, New Road, Brentwood, Essex, CM14 4GD.
Please quote your insurance document number in any communication, which is shown on your certificate of insurance and schedule.
Our office hours are 9.00am to 5.00pm, Monday to Friday.
After this action, if you are still not satisfied with the way a complaint has been dealt with, you may ask the Policyholder & Market Assistance department at Lloyd’s to review your case. The address is:
Policyholder & Market Assistance
Lloyd’s Market Services
One Lime Street
London
EC3M 7HA.
Telephone: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@Lloyd’s.com
If you are still not satisfied, you may refer your complaint to the Financial Ombudsman Service (FOS). The address is:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
(These procedures to not affect your right to take legal action if necessary.)
