LRO Insurance takes all complaints very seriously. We believe that you deserve to be treated with respect and in a prompt and courteous manner at all times.

We work hard to deliver excellent service to all our clients, however, should there ever be an occasion where you believe that we have not fulfilled our obligations to you, and you have any reason whatsoever to complain about the advice or service you have received, you should contact us immediately.

Your complaint should be referred in writing or verbally to the Compliance Officer or Claims Manager at the address below, or alternatively you may submit your complaint via our website by completing the 'Complaint Submission' on the right and we will call you back.

LRO Insurance
35 New Broad Street
London
EC2M 1NH
United Kingdom

Telephone             0207 194 8257
Facsimile               0207 194 8259
Email                     complaints@lroinsurance.co.uk

Our commitment to you:
  • We will acknowledge all complaints
  • We will listen and communicate clearly and respectfully
  • Where possible, we will resolve your complaint within two business days

If your complaint is not resolved within two business days, we commit ourselves to:
  • Further investigate your complaint
  • Be totally transparent with our discoveries
  • Keep you fully informed with the progress
  • Formally respond to your complaint as soon as possible

If we have not been able to provide a fair resolution to your complaint due to reasons beyond our control, or have not completed our investigation after eight weeks, you are within your right to take the complaint to:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone             0300 123 9 123
Email                     complaint.info@financial-ombudsman.org.uk

Please note that your right to take further legal action will not be affected should you submit a complaint.