Complaints

We know that sometimes things go wrong and, in the unlikely event this happens, we want to put it right. As a valued client of Tapoly, we want you to tell us if our advice or service does not meet your expectations. We take all client dissatisfaction seriously and seek to use the lessons learned to improve the way we do things.

While we always aim to deliver the highest standards of service, we know that mistakes will occur from time to time so we offer you these promises:

  • We will acknowledge complaints promptly
  • We will investigate as quickly and as thoroughly as possible 
  • We will keep you advised of our progress 
  • We will do everything we can to resolve complaints quickly and fairly 
  • We will use the lessons learned from our mistakes to continuously improve our systems and procedures 

If you have a complaint about personal or commercial insurance, please contact us at the following address with your policy number or claims reference as appropriate:

Compliance Officer
Tapoly Ltd
Floor 24/25, The Shard
32 London Bridge Street
London
SE1 9SG
Telephone: 020 7846 0108
Email: complaints@tapoly.com

In the event that you remain dissatisfied and wish to make a complaint, it may be possible in certain circumstances for you to refer the matter to the Complaints at Lloyd’s. 

Their address is:

Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
Telephone: 020 7327 5693
Fax No: 020 7327 5225
Email: complaints@lloyds.com

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

If you remain dissatisfied after Tapoly or Lloyd’s have considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk