Polo Managing Agency (PMA) always strives to resolve all complaints in a clear and transparent manner and always putting the customer at the heart of investigation and any redress decisions. Where complaints arise policyholders should expect to have their complaint dealt with in a prompt and reasonable way. 

This service is provided free of charge. All complaints are handled in line with the Financial Conduct Authority (FCA) regulations, UK principles and standards, except where local regulations exist.

Lloyd’s of London is an international insurance marketplace which provides the facilities to allow individual companies to underwrite insurance policies. These companies are known as Lloyd’s underwriters. Syndicates under the management of PMA are Lloyd’s Underwriters.

In some instances, PMA operate a two stage complaints process for policyholders that have a complaint or dispute concerning a policy underwritten within the Lloyd’s market. Where this applies we will carry out our review under step 1 and provide a stage one response, usually within 14 days of the date of complaint. Where the outcome is not to the policy holders satisfaction, policyholders can escalate their complaint to Lloyd’s of London complaints team under step 2 for an independent review and to receive the final response from Lloyd’s. 

If a policy holder remains unhappy with the final response received from Lloyd’s, they may refer their complaint to the Financial Ombudsman Service (FOS). We will advise when a complaint can be referred to the FOS and provide their contact details

If you wish to raise a complaint, please complete the below form and one of our complaints team will be back in contact with you within the next 36 hours.