Primo plc acts on behalf of insurance companies or Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act. To identify which procedure applies to you, please refer to your policy wording.

If you have any doubt on which procedure applies to you, Primo plc will be happy to help.

Primo plc

If you have a complaint about a policy underwritten by an insurance company please refer to our Terms of Business which you will find on the reverse of our letterhead.


If you have a complaint about a policy underwritten by a Lloyd’s syndicate you may you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:

In writing:

Complaints Team
One Lime Street
London EC3M 7HA

By email:

By phone: +44 (0)20 7327 5693

By fax: +44 (0)20 7327 5225


Details of Lloyd’s complaints procedures are set out in a leaflet "Your Complaint – How We Can Help" available at and are also available from the above address.

Financial Ombudsman Service

If you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at

You can contact them in one of the following ways:

In writing:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

By e-mail:

By phone: 0800 023 4567 or 0300 123 9123