Our service
We are committed to providing excellent levels of customer service to our brokers and policyholders.
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
Plum Underwriting
Phoenix House
Christopher Martin Road
Basildon
SS14 3EZ
E-mail: complaints@plum-underwriting.com
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 Zurich Insurance plc, HSB Engineering Insurance Ltd or certain underwriters at Lloyd’s, we will then agree the resolution to your complaint with insurers who will communicate their decision to you directly.
For policies underwritten by Zurich Insurance plc or HSB Engineering Insurance Ltd
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.
Contact details:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
www.financial-ombudsman.org.uk
E-mail: complaint.info@financial.ombudsman.org.uk
Tel: 0800 0234567
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.
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.
Contact details:
Complaints Team
Lloyd’s
One Lime Street
London EC3M 7HA
E-mail: complaints@lloyds.com
Tel: +44(0)2073279653
Fax:+44(0)2073275225
www.lloyds.com/complaints
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.