If you are dissatisfied with the service you have received from Plum Underwriting, in the first instance please contact the Customer Liaison Officer:
The Customer Liaison Officer
Christopher Martin Road
Plum Underwriting aims to respond to all complaints within 5 working days by issuing a written acknowledgement of your complaint. In all communications please quote your quotation or policy number shown on your schedule along with the name of your broker or insurance intermediary.
If your policy is underwritten by certain underwriters at Lloyd’s, or HSB Engineering Insurance, we will then agree the resolution to your complaint with insurers who will communicate their decision to you directly.
If your policy is underwritten by Ageas Insurance Company Ltd, the Customer Liaison Officer will consider your complaint and respond with the proposed resolution directly.
For policies underwritten by certain underwriters at Lloyd's
If you remain dissatisfied with the outcome of your complaint, you can contact the Lloyd’s Complaints Team who will undertake an independent review of the issue.
If Lloyd’s is unable to resolve your complaint to your satisfaction, you also have the option to refer this matter to the Financial Ombudsman Service (contact details below).
For policies underwritten by Ageas Insurance or HSB Engineering Insurance
If you remain dissatisfied with the outcome of your complaint, you can contact the Financial Ombudsman Service who will undertake an independent review of the issue.
This information is in accordance with the Alternative Dispute Resolution Directive (effective 9 July 2015).
The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. For more information about ODR please visit http://ec.europa.eu/odr.