Complaints procedure

At Hiscox we strive to provide a first class service to all our customers and business partners. However, there may be occasions where you are not happy with the service you have received.

If you have any queries, suggestions or complaints:

In the first instance, please speak to your insurance agent who should be able to resolve most common problems. If your problem is not resolved or you would prefer to contact us directly, please call customer relations on 0800 116 4627 (or on our local call option number +44 (0) 1904 681 198), Monday to Friday 9am to 5pm.

Alternatively you can email us at [email protected] or write to us at:

Hiscox Customer Relations
The Hiscox Building
Peasholme Green
Y01 7PR

If you have a Lloyd’s policy, please contact the Lloyd’s Complaints Department:

Fidentia House
Walter Burke Way
Chatham Maritime

E [email protected]
+44 (0)20 7327 5693
+44 (0)20 7327 5225 (external link)

If you are still not satisfied with the way your complaint has been handled, you can ask the appropriate independent complaints scheme to review your case without affecting your statutory rights.

The details below are for the Financial Ombudsman Service within the UK. Outside of the UK, please refer to your policy documents for details of the appropriate independent complaints scheme.

The Financial Ombudsman Service
Exchange Tower
E14 9SR

0800 023 4567
[email protected]
W (external link)

You can ask the Financial Ombudsman Service for an independent review of your complaint if for any reason you are still dissatisfied with our final response, or if we have not issued our final response within eight weeks of you first raising the complaint. The Financial Ombudsman Service can only consider your complaint provided you are a personal customer or business customer with a turnover under £1m per annum, and have given us a reasonable opportunity to resolve your case.

We are also covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme in the unlikely event that we cannot meet our obligations to you.