StarStone Underwriting Limited
StarStone makes every effort to deliver the highest quality products and to provide the best possible service. We understand that despite our commitment, on occasion, mistakes are made – we may fail to meet our own standards and the expectations of the customers using our services or otherwise coming into contact with StarStone.
In the first instance you can share your concerns about any aspect of your insurance, service or handling of a claim with your insurance broker, intermediary or retail agent who will do their best to bring about an quick resolution.
If you wish to make a complaint directly to StarStone or via the Lloyd’s Complaints department, you may do so in writing or verbally at any time by using the contact details below:
Where possible complaints will be handled in line with local regulations. Where no local regulations exist, complaints will be handled in line with UK principles and standards detailed below.
To help us, your insurance broker, intermediary or retail agent to quickly and fully investigate your complaints, please provide us with the following information:
- Policy number and/or claim reference number (if applicable)
- Type of Insurance Product
- Date of loss (if applicable)
- Details of your concern/complaint
- Details of who you purchased your insurance from/through
- Details of who your complaints is against
- Details of any previous correspondence or feedback on how you would like your complaint resolved
Lloyd’s policies issued by us could be identified by any of the following names which will be in your policy documents:
- Certain Underwriters at Lloyd’s
- Lloyd’s of London
- Syndicate 1301 at Lloyd’s
- Syndicate 2008 at Lloyd’s
The Complaints Department, Lloyd’s Market Services, Fidentia House, Walter Burke Way, Chatham, Kent, ME4 4RN, United Kingdom
T: +44 (0)20 7327 5693
The Lloyd’s Complaints Department can act not only as a first point of contact but will also re-evaluate your complaint if you remain unhappy with our decision.
Lloyd’s operates a two-stage complaints process for complainants in the UK and for countries where no local complaint regulations exist.
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 Lloyd’s has considered your complaint, you may have the right to refer your complaint to the UK Financial Ombudsman Service.
Lloyd’s is currently implementing new arrangements for the oversight of international complaints. Details of the countries currently in scope can be found on the international complaints guidance section of Lloyds.com.
StarStone is solely responsible for handling international complaints in accordance with local complaint handling rules in the complainant’s relevant country.
Stage one UK complainants and where no local complaint regulations exist:
We will endeavour to respond to your complaint as quickly as possible, however if we cannot resolve your complaint immediately then we aim to acknowledge all complaints in writing, no later than Three business days after receipt. That acknowledgement will include the name of the person who will be reviewing your complaint and a copy of Lloyd’s ‘How We Will Handle Your Complaint’ leaflet, which can also be downloaded from
Complaints received in the first instance by Lloyd’s will be recorded and acknowledged by Lloyd’s (which will provide the complainant with a copy of the Your Complaint – How We Can Help leaflet). Once StarStone are identified as the Underwriters, the complaint will be notified to us for a response.
We will aim to resolve the complaint and provide you our stage one response within 14 Days. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.
Complaints Resolved by the Close of the Third Business Day
Following receipt of a complaint and where a complainant has confirmed their acceptance of a proposed resolution within 3 business days, we will provide the complainant with a summary resolution communication (SRC) in writing within 5 business days of receipt of that complaint.
Stage two UK complainants and where no local complaint regulations exist:
If 14 Days have passed since making your complaint, you remain dissatisfied with our stage one response/SCR, we have not completed our investigation or we have not sent you our stage one response, you are entitled to request a stage two review by Lloyd’s complaints department.
On completion of their review, Lloyd’s will issue a written Final Response to the complainant, detailing the outcome of their investigations. In most cases Lloyd’s will complete its investigation and send the Final Response within eight weeks from when the initial complaint is made. Where Lloyd’s cannot provide a Final Response at that time, Lloyd’s will send a letter to the complainant explaining why it is not in a position to provide a Final Response and when it expects to be able to provide one.
If eight weeks have passed since making your complaint, you remain dissatisfied after Lloyd’s has considered your complaint or you have not received a final response, you may be entitled to refer your complaint to the UK Financial Ombudsman Service (FOS).
The service FOS provides is a free and impartial dispute resolution facility for ‘eligible complainants’ who are consumers, micro-enterprises (small businesses), small charities and trustees. Contacting them at any stage does not affect your legal rights to take action.
An eligible complainant will need to register their complaint with the FOS within six months of receiving a final response, if the outcome was not to their satisfaction. The FOS can only consider your complaint following Lloyd’s consideration of the matter.
This complaints procedure does not affect any of your legal rights.
If you are unsure whether FOS will consider your complaint, please contact them directly for advice.
You can contact them in one of the following ways:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Should it prove necessary for the FOS to make judgement on a complaint, whilst we are bound by the judgement of the Financial Ombudsman Service, up to a specified maximum amount, you are not.
International Complaints with local regulations:
Where possible complaints will be handled in line with local regulations. Where no local regulations exist, complaints will be handled in line with UK principles and standards.
Lloyd’s is currently implementing new arrangements for the oversight of international complaints. Further Details of the countries currently in scope can be found on the international complaints guidance section of Lloyds.com.
We will endeavour to respond to your complaint as quickly as possible, however if we cannot resolve your complaint immediately then we aim to acknowledge all complaints in writing, no later than five working days after receipt. That acknowledgement will include the name of the person who will be reviewing your complaint.
Complaints received in the first instance by Lloyd’s will be recorded and once StarStone are identified as the Underwriters, the complaint will be notified to us for acknowledgment and a response.
We will aim to resolve the complaint and provide you our response in line with local regulations or within eight weeks, whichever is sooner. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know
In line with local regulations if you remain dissatisfied with our response, the outcome of it, the way we’ve handled your complaint or you have not received a final response from us, you may be entitled, in line with local complaints regulations, to refer your complaint to a local Ombudsman Service.
These Ombudsman services usually provide a free and impartial dispute resolution facility for ‘eligible complainants’ (the definition of an ‘eligible complainant’ differs all over the world, If you are unsure whether your local Ombudsman Service will consider your complaint, please contact them directly for advice). Contacting them at any stage does not usually affect your legal rights to take action.
Would I receive compensation if StarStone Underwriting Ltd were unable to meet its liabilities?
We are members of the Financial Services Compensation Scheme (FSCS). The policyholder may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim.
Further information about the scheme is available from the FSCS website www.fscs.org.uk, or write to:
Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU.
If you appoint someone to act on your behalf
If you ask someone else to act on your behalf, you should provide us with written authority to allow us to deal with them directly.
If you employ a professional to represent you, you will need to meet their costs yourself.
The European Commission Online Dispute Resolution Platform (ODR)
If you have bought insurance online, you can also register your complaint with the European Commission’s Online Dispute Resolution (ODR) platform which has been set up by the European Commission to put you in touch with the appropriate dispute resolution body. Their website is: http://ec.europa.eu/odr.
Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online.
Telephone call charges and recording
Calls to 0800 numbers from UK landlines and mobiles are free. The cost of calls to 03 and 02 prefixed numbers are charged at national call rates (charges may vary dependent on your network provider) and are usually included in inclusive minutes plans from UK landlines and mobiles. For our joint protection calls may be recorded and/or monitored.
Our regulatory status
We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. We are registered as StarStone Underwriting Limited and our firm’s reference number is 586467. You may check this information and obtain further information about how the Financial Conduct Authority protects you by visiting their website www.fca.org.uk or by contacting them on 0800 111 6768.