Complaints

Our Complaints Process

Our commitment

London & Colonial Assurance (‘LCA’) is committed to providing the highest level of quality and service and observes industry best practice when dealing with all customer-related issues.

We hope that you will never have a reason to complain or be dissatisfied with our service, but we also know that sometimes things do go wrong and we want to put things right as soon as possible.

How to make a complaint

Complaints can be made in one of the following ways:

In writing (by email or letter);
- Email address: lca@stmgroup.online
- Postal address: London & Colonial Assurance PCC Plc, 3rd Floor, 55 Line Wall Road, Gibraltar, GX11 1AA.
By telephone:
- Please call us on 0203 640 6843
- Our UK opening hours are 8:00am to 4:00pm Monday to Friday, excluding Bank Holidays.
In person by visiting our offices at 3rd Floor, 55 Line Wall Road, Gibraltar, GX11 1AA.

When contacting us, please provide the following information:

Full personal details including a telephone contact number;
Your policy number; and
What has gone wrong with our services including any supporting documentation if you have any.

If your complaint relates to advice you have received in the past, please contact your financial adviser in the first instance.

Our process

Our aim is to deal with your complaint as quickly as we can. Once we receive your complaint we will do the following:

Acknowledge receipt of your complaint within 3 working days
Check our understanding of your issues
Aim to satisfactorily resolve your complaint within a timely manner.

We will acknowledge your complaint within 3 working days and provide you with details of who will be dealing with your complaint, and what you can expect next. We aim to resolve complaints as quickly as possible. However, some complaints may be more complex than others and may take time to investigate. If we are unable to resolve your complaint within 8 weeks, we will contact you to explain the current position regarding your complaint.

Once the complaint has been fully investigated with an outcome and action reached, we will send you our final response letter (decision letter). You will also be advised who you can contact if you are unhappy with the final response received.

Complaint Escalation

If you are unhappy with LCA’s resolution of your existing complaint, you can contact the Gibraltar Law Courts at:
Gibraltar Law Courts
32-36, Town Range
Gibraltar, GX11 1AA

Website address:
https://www.gcs.gov.gi/

Making a complaint will not prejudice your right to take legal proceedings.