Our Commitment to You
At Athena Re, we pride ourselves on providing a professional, high-quality service to all of our clients. However, we recognise that occasionally things can go wrong. When they do, we want to know about it so we can put things right as quickly as possible and ensure it does not happen again.
We treat all complaints seriously, fairly, and strictly in accordance with the regulatory standards set by the Financial Conduct Authority (FCA) and Lloyd’s of London.
1. How to Make a Complaint
If you are dissatisfied with any aspect of our service, or your policy, please let us know. You can register a complaint with us using any of the following methods:
- By Email: [email protected]
- By Phone: +44 7904 606 298
- By Post:
Complaints Department,
Athena Re,
Dukes House,
32-38 Dukes Place,
5 Floor, London, EC3A 7LP
To help us resolve your complaint quickly, please provide:
- Your name, company name, and contact details.
- Your policy number or claim reference number.
- A clear description of your complaint and how you would like us to resolve it.
2. How We Will Handle Your Complaint
Once you have made a complaint, we will follow a strict process to ensure it is handled fairly and promptly:
- Within 3 Business Days: If we are able to resolve your complaint to your satisfaction within three business days, we will send you a Summary Resolution Communication confirming the matter has been resolved.
- Within 5 Business Days: If your complaint requires further investigation, we will send you a formal written acknowledgment within five business days. This will outline our understanding of your complaint and provide you with the details of the person handling your case.
- Within 8 Weeks: We aim to conclude our investigation and send you a Final Response Letter within eight weeks. This letter will detail our findings, our proposed resolution, and your right to escalate the matter if you remain dissatisfied.
3. Escalating Your Complaint to Lloyd’s
If your policy is underwritten at Lloyd’s of London and you are dissatisfied with our Final Response, or if we have not resolved your complaint within the 8-week timeframe, you may be entitled to refer your complaint to the Lloyd’s Complaints Team.
You can contact Lloyd’s at:
- Email: [email protected]
- Phone: +44 (0)20 7327 5693
- Website: www.lloyds.com/complaints
- Post: Complaints, Lloyd’s, One Lime Street, London EC3M 7HA
4. The Financial Ombudsman Service (FOS)
If you remain dissatisfied after Lloyd’s has considered your complaint, or if you do not have a Lloyd’s policy but meet the FCA definition of an “Eligible Complainant” (such as a consumer, micro-enterprise, small charity, or small trust), you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The FOS is a free, independent service in the UK for settling disputes between consumers and financial businesses. Please note: You must refer your complaint to the FOS within 6 months of receiving our (or Lloyd’s) Final Response Letter.
You can contact the Financial Ombudsman Service at:
- Email: [email protected]
- Phone: 0800 023 4567 (from a UK landline) or 0300 123 9123 (from a UK mobile)
- Website: www.financial-ombudsman.org.uk
- Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR