How to Make a Complaint to Cedar

At Cedar Underwriting Limited on behalf of Ascot Syndicate 1414 at Lloyd’s we are dedicated to providing a high-quality service and we want to ensure that we maintain this at all times.

If your complaint is about the way in which this policy was sold to you or whether it meets your requirements, you should contact a Rope-Sure insurance advisor.

If your complaint is about a claim, you should contact the specialist claims handler, Woodgate and Clark using one of the following options:

  • In writing (letter or email) to the address shown below; or
  • By telephone to the telephone number shown below.
Woodgate and Clark Limited
42 Kings Hill Avenue
Kings Hill
West Malling
Kent
ME19 4AJ
E-mail:  complaintsdept@woodgate-clark.co.uk
Phone:  +44 (0)1732 848077
Fax:       +44 (0)1732 870049

However, in the event that You wish to make a complaint regarding this Policy You should contact Us using one of the following options:

  • In writing (letter or email) to the address shown below; or
  • By telephone to the telephone number shown below.
The Compliance Administrator
Cedar Underwriting Limited
First Floor Offices
Barberry House
4 Harbour Buildings
Waterfront West
Brierley Hill
DY5 1LN
E-mail:  complaints@cedarunderwriting.co.uk
Phone: +44 (0)800 612 0344

We will review Your complaint and will investigate the circumstances regarding Your complaint and write to You within fourteen (14) calendar days with a response.

If You are not satisfied with the response, or have not received a response from Us within fourteen (14) calendar days, You are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of Your complaint and provide You with a written final response.  If You wish to ask Lloyd’s to investigate Your complaint You may do so by contacting:

Complaints Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
E-mail:  complaints@lloyds.com
Phone: +44 (0)20 7327 5693
Fax:      +44 (0)20 7327 5225
Web: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “HOW WE WILL HANDLE YOUR COMPLAINT” available at www.lloyds.com/complaints and are also available from the above address.

If You remain dissatisfied after Lloyd’s has considered Your complaint You may have the right to refer Your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Kent
ME4 4RN
E-mail:  complaint.info@financial-ombudsman.org.uk
Phone: For UK callers: 0800 023 4567 (free phone), or 0300 123 9123 (but charges apply)
Phone: For callers from abroad: +44 (0)20 7964 0500 (charges apply)
Web: www.financial-ombudsman.org.uk

Please remember that You will have to refer Your complaint to the Financial Ombudsman Service within 6 months of receiving Lloyd’s final response.

Making a complaint will not affect Your legal rights. If You appoint someone to act on Your behalf or if You ask someone else to act on Your behalf You should provide Us with written authority to allow Us to deal with them.  We will not pay their costs.

The Insurer is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if in the unlikely event that We are unable to meet Our obligations under this Policy. If You were entitled to compensation under the FSCS, the level of compensation payable would depend on the nature of the insurance granted under this Policy.

Further information about the FSCS is available from:

Financial Services Compensation Scheme
PO Box 300
Mitcheldean
GL17 1DY
E-mail:  enquiries@fscs.org.uk
Phone: For UK callers: 0800 678 1100 (free phone)
Phone: For callers from abroad: +44 (0)20 7741 4100
Web: www.fscs.org.uk

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