Complaints Procedure

We are dedicated to providing you with a high quality service and we want to ensure that we maintain this at all times. If you feel we have not met your expectations please contact:

Danielle Champion
Chief Executive Officer
Thomas Miller Specialty
90 Fenchurch Street
London, EC3M 4ST
United Kingdom
Tel: + 44 (0) 20 7204 2314
Email: danielle.champion@thomasmiller.com

Alternatively, you may contact:

Tony Crawford
Compliance and Risk Officer
90 Fenchurch Street
London, EC3M 4ST
United Kingdom
Tel: + 44 (0) 20 7204 2728
Email: tony.crawford@thomasmiller.com

If you remain dissatisfied with our response, and your insurance product is underwritten by us on behalf of Lloyd’s, complaints should be referred to:

The Complaints Team
Market Services, Lloyd’s,
One Lime Street,
London EC3M 7HA. 

Telephone: +44 (0(20 7327 5693 or Email: complaints@lloyds.com

Whether you are based in the United Kingdom or elsewhere you may also be able to refer this matter to the Financial Ombudsman Service.  Their contact details are as follows:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Help line: 0800 023 4 567
Switchboard: 020 7964 1000
For calls outside of the UK: +44 20 7964 1000

Website: www.financial-ombudsman.org.uk
Email:  complaint.info@financial-ombudsman.org.uk

For our Canadian clients with HDI

If you have not received a final response from HDI and this is more than 56 days from the date of your complaint, or you are dissatisfied with the final response you have received, you may choose to refer your complaint to:

General Insurance OmbudService (GIO)
10th Floor,
4711 Yonge Street
Toronto
Ontario  M2N 6K8

Phone: 1 877 225 0446
Website: www.giocanada.org
Online Complaint form: https://giocanada.org/submit-a-compaint/

HDI Global Specialty SE - Canada

https://www.hdi.global/legal-information-specialty/making-a-complaint/

Principles of Conduct for Insurance Intermediaries

To support best practice within the Canadian Insurance industry and meet Regulatory expectations for an Insurance Intermediary, TMS Canada is classified as a Broker but specialises in being a Managing General Agency. We will follow the same rules required as a broker and hence supporting the Canadian Insurance Services Regulatory Organizations (CISRO) Principles of Conduct for Insurance Intermediaries and the Registered Insurance Brokers of Ontario (RIBO) Code of Conduct.

Please find below some useful factsheets which are designed to help clients better understand what you can expect from RIBO licenced holders.

PDF’s and links here x 3 docs see below links

CISRO Conduct Guidance (ribo.com)

CISRO Conduct – link = Canadian Insurance Services Regulatory Organizations (CISRO) Principles of Conduct for Insurance Intermediaries (cisro-ocra.com)

RIBO Factsheet  -  link = RIBO_Conduct_Sheet_040622-fact_sheet.pdf  (English)

French version -  link =  RIBO_Fact_Sheet_FRE.pdf

HDI Singapore - TO BE UPDATED

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Following this complaint procedure does not affect your rights to take legal action.

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