Part

LLD Lloyd's

Chapter

Complaints from policyholders

Printed on: 09/05/2025

Rulebook at: 01/07/2005

LLD 6

Complaints
from policyholders

LLD 6.1

Enabling provision, application and purpose

  • 01/12/2004

Enabling provision and application

LLD 6.1.1

handbook-guidance
The insurance market direction in this chapter is given under section 316(1) of the Act (Direction by Authority) and applies to members.
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Purpose

LLD 6.1.2

handbook-guidance
The insurance market direction given in this chapter is intended to protect the interests of policyholders and potential policyholders by:
(1) making members subject to the Compulsory Jurisdiction of the Financial Ombudsman Service with respect to the carrying on of insurance business; and
(2) enabling the complaints of policyholders who are eligible complainants to be dealt with under the rules of the Financial Ombudsman Service.
  • 01/12/2004

LLD 6.2

Insurance market direction on policyholder complaints

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LLD 6.2.1

handbook-directions
(1) With effect from commencement, Part XVI of the Act (The Ombudsman Scheme), and in particular section 226 (Compulsory jurisdiction), applies to the carrying on of insurance business by members.
(2) For the purposes of (1) 'insurance business' means the regulated activities of effecting or carrying out contracts of insurance written at Lloyd's.
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LLD 6.2.2

handbook-guidance
Part XVI (The Ombudsman Scheme) is a core provision mentioned in section 317(1) of the Act (The core provisions).
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LLD 6.2.3

handbook-guidance
Section 317(2) of the Act (The core provisions) provides that references in an applied core provision to an authorised person are to be read as references to a person in the class to which the insurance market direction applies. The effect of this, and of the insurance market direction set out at LLD 6.2.1 D, is that Part XVI of the Act (The Ombudsman Scheme), and in particular section 226 (Compulsory jurisdiction), apply also to members.
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LLD 6.2.4

handbook-guidance
Guidance on the jurisdiction of the Financial Ombudsman Service in relation to members is given in DISP 2.5.3 G. The handling of a policyholder complaint against a member is covered in DISP 1.7.1 R and DISP 1.7.2 R.
  • 01/12/2004