Complaints

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

When we act on behalf of an insurance company, if you are unhappy with our service, please let us know using the contact details shown below. We will acknowledge your complaint within 3 working days of receipt.

If we are able to resolve your complaint within 3 working days we will send you a summary resolution letter.

If the complaint remains open after 3 working days we have 8 weeks in which to provide you with a final response or inform you why we are unable to provide a response within that timeframe.

Vantage Insurance Services Limited
2nd Floor, Juniper House
Warley Hill Business Park
Brentwood
Essex
CM13 3BE

By telephone: 01277 243 020

By email: complaints@shieldtotalinsurance.co.uk

If we are unable to settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at:

Exchange Tower
Harbour Exchange Square
London
E14 9SR

By telephone: 0800 023 4567 or 0300 123 9123

By email: complaint.info@financialombudsman.org.uk

When we act on behalf of a Lloyd’s syndicate, if you are unhappy with our service, please let us know using the contact details shown below. We will acknowledge your complaint within 3 working days of receipt.

If we are able to resolve your complaint within 3 working days we will send you a summary resolution letter.

If the complaint remains open after 3 working days we have 8 weeks in which to provide you with a final response or inform you why we are unable to provide a response within that timeframe.

If you remain dissatisfied with our response you can refer your complaint to Lloyd’s to investigate using the contact details below:

Lloyd’s Complaints Team
One Lime Street
London
EC3M 7HA

By telephone: 020 7327 5693
By email: complaints@lloyds.com
By fax: 020 7327 5225
Website: www.lloyds.com/complaints

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

If you are not happy with the way Lloyd’s have handled your complaint, you may be entitled to refer it to the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone: 0800 023 4567 or 0300 123 9123
By email: complaint.info@financial-ombudsman.org.uk

Compensation

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Full details and further information on the scheme are available from the FSCS at:

7th Floor
Lloyd’s Chambers
1 Portsoken Street
London
E1 8BN

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