Complaints notice

Tailored Equine Insurance

Ashby Underwriting Complaints Notice

If you are a policyholder and you feel that we did not deliver the high standard of service you should expect, we want to know. In the first instance, follow the guidance notes or instructions in the Insurance documentation you have been sent. Alternatively, if you wish to contact us directly you may do so using the information provided below.

Step 1

If you wish to make a complaint, please contact us at your earliest convenience using the information below:


Suite 315
70 Gracechurch Street
London EC3V 0HR


Please note that Ashby Underwriting underwrites its insurance policies on behalf of various insurers at Lloyd’s. Once we have received your complaint, it may be necessary for us to refer the complaint to your insurer to deal with in the first instance. We will work with them to ensure the best possible outcome for you.

Step 2

In the unlikely event that you remain dissatisfied your complaint response and wish to take the matter further, you can do so at any time by referring your complaint to the Complaints Team at Lloyd’s at the following address:

Fidentia House
Walter Burke Way
Chatham Maritime

Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225


Lloyd’s Brussels Policyholders

If you are a Lloyd’s Brussels policyholder you should refer your complaint to the complaints team at Lloyd’s Brussels in the first instance. Alternatively, you can refer your complaint to us at the address above, and we will forward it to Lloyd’s Brussels for their consideration.

Details of LBS’s complaints procedures are available at and its Complaints team can be contacted at:

Lloyd’s Brussels

Service Manager,
Complaints team,
Lloyd’s Insurance Company S.A
Bastian Tower
Marsveldplein 5
1050 Brussels

Telephone: + 32 (0) 2 227 39 40

Step 3

UK Policyholders

If you are a UK policyholder who meets the FCA definition of an eligible complainant, and you have exhausted the options above, you may be able to refer the matter to The Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services, they can normally deal with complaints from private individuals and from small organisations; further information is available from:

Financial Ombudsman Service (FOS)
Exchange Tower
E14 9SR

Telephone: +44 (0)30 0123 9123 or 0800 023 4567

EU Policyholders

If you are an EU policyholder and your complaint has not been resolved by Lloyd’s Brussels you may have the right to take your complaint to an external dispute resolution organisation. This can be a regulator, an ombudsman service or another type of external dispute resolution scheme which will undertake an independent review of your complaint. For the contact details of your specific country please refer to the Lloyd’s Brussels website.

If you have purchased your contract online, you may also make a complaint via the EU’s online dispute resolution (on

International Policyholders

If you are a policyholder based outside of the UK or the EU, please refer to the Lloyd’s Complaints Handling website for International Policyholders for instructions on how to make a complaint as well as the external dispute resolution organisations available to you.