Complaints Procedure
Our Commitment
At Knotline Marine, we are committed to providing a consistently high standard of service. However, we recognise that there may be occasions when we do not meet your expectations. If this happens, we encourage you to let us know so we can address your concerns promptly and fairly.
How to Make a Complaint
If you are dissatisfied with any aspect of the service you have received, please contact your broker in the first instance. To help us investigate your concerns efficiently, please include:
- A clear description of your complaint
- The relevant policy number and/or claim number
- Any supporting information you feel is important
If you prefer to contact us directly, you may do so by emailing or writing to us:
Knotline Marine
Unit 8a
Wingbury Courtyard Business Village
Wingrave
Aylesbury
England
HP22 4LW
- Email: complaints@knotlinemarine.com
If You Remain Dissatisfied
If more than eight weeks have passed since you first raised your complaint and you have not received a final response, or if you are unhappy with the final response provided, you may refer your complaint to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
- Tel: +44 (0)800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk (financial-ombudsman.org.uk)
Please Note: The Financial Ombudsman Service can only consider your complaint if you meet the eligibility criteria defined by the Financial Conduct Authority.
Complaints to Lloyd’s
If in placing your policy, we have acted as a Lloyd’s Coverholder, you may also be entitled to refer your complaint to Lloyd’s. Details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints and its Complaints team can be contacted at:
Lloyd’s Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
- Tel: +44 (0)20 7327 5693
- Email: complaints@lloyds.com
Your legal rights
The existence of this complaints procedure does not affect any right of legal action you may have against Knotline Marine as detailed in your insurance policy.