Complaint Handling Arrangements

Complaint handling arrangements for UK residents

If you have any questions or concerns about the insurance you should, in the first instance, contact your Scheme Administrator:

Name: British Mountaineering Council
Address: 177-179 Burton Road, West Didsbury, Manchester, M20 2BB.

Email: insure@thebmc.co.uk
Telephone: 0161 445 6111

If you feel that we have not offered a first class service or you have any questions or concerns about this Policy or the handling of your claim please contact Antares, quoting Agreement Number/Unique Market Reference Number B0524CSPXXXX41917/2 and we will do our best to resolve the problem. Please contact:

Antares Managing Agency Limited
Compliance Department
21 Lime Street, London EC3M 7HB
Telephone: +44(0)20 7959 1900
Email: compliance2@antaresunderwriting.com

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd's. Lloyd’s will investigate the matter and provide a final response. Lloyd's contact details are as follows:

Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Email: complaints@lloyds.com
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Website: www.lloyds.com/complaints

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.

Alternatively, should you remain dissatisfied with Lloyd's final response, you may, if eligible, refer your complaint 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.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email:complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)300 123 9 123
Website: www.financial-ombudsman.org.uk

Complaint handling arrangements for Republic of Ireland residents

If you have any questions or concerns about the insurance you should, in the first instance, contact your Scheme Administrator:

Name: British Mountaineering Council
Address: 177-179 Burton Road, West Didsbury, Manchester, M20 2BB.
Email: insure@thebmc.co.uk
Telephone: 0161 445 6111

If you feel that we have not offered a first class service or you have any questions or concerns about this Policy or the handling of your claim please contact Antares, quoting Agreement Number/Unique Market Reference Number B0524CSPXXXX41917/2 and we will do our best to resolve the problem. Please contact:

Antares Managing Agency Limited
Compliance Department
21 Lime Street, London EC3M 7HB
Telephone: +44(0)20 7959 1900
Email: compliance2@antaresunderwriting.

If at any time you feel that Your complaint has not been resolved, you may refer the matter to the Complaints Department at Lloyd's:

Lloyd’s Ireland Representative Limited
7/8 Wilton Terrace
Dublin 2
Email: LloydsIreland@lloyds.com
Tel: +353 16441000

Should you remain dissatisfied with the final response from the above or if you have not received a final response within forty business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services Ombudsman (FSO). The contact details are as follows:

Financial Services Ombudsman
3rd Floor, Lincoln House
Lincoln Place
Dublin 2
Ireland
Tel: +353 1 6 620 899
Fax: +353 1 6 620 890
E-mail: enquiries@financialombudsman.ie

The complaints handling arrangements above are without prejudice to your rights in law.

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.