MAINSTAY UNDERWRITING COMPLAINTS PROCESS
We are committed to meeting if not exceeding our clients’ expectations whenever possible. Much as we all dislike receiving complaints, we recognise that dissatisfied clients have a right to complain and to have their complaint handled. Clients who take the time to complain may well still have confidence in us and want to continue dealing with us.
Our procedures for handling client complaints and disputes (a dispute being an unsatisfied complaint which is pursued by the client) are set out below. The overriding aim of these procedures is to turn a dissatisfied client into a satisfied one and speedy
and effective remedies at the first point of contact best do this.
Complaints and Dispute Resolution Process (Lloyds)