Complaints Procedure

The MPLC aims to provide a first class professional service to its customers. Should you have any questions, concerns or complaints about your policy or the handling of a claim you should, in the first instance, contact your insurance broker, who may be able to assist you.

Alternatively, you may wish to contact The MPLC by writing to:

Managing Director
The MPLC,
Regal House,
Queensway,
P.O. Box 1446,
Gibraltar.
Tel: +44 (0)20 3100 5151 / Fax: +350 20042239
Email: complaints@the-mplc.com


We will investigate your complaint and you should expect to receive a response within 14 (fourteen) days. If additional time is required, we will let you know.

If you are not satisfied with the response, you may also contact our compliance officer by telephoning +44 (0)20 3100 5151 or emailing steve.ellis@the-mplc.com

If our response does not resolve your complaint, you may contact Lloyd’s at:

Lloyd's Complaints
Fidentia House
Walter Burke Way, Chatham Maritime
Chatham
Kent
ME4 4RN
England
Tel: +44 (0)20 7327 5693 / Fax: +44 (0)20 7327 5225
Email: complaints@lloyds.com


In the event Lloyd's is unable to resolve or respond to your complaint or concern, it may also be possible for you to refer the matter to the UK Financial Ombudsman Service (FOS) or other equivalent local dispute resolution body. Further details will be provided to you at the appropriate stage of the process. A complaint to the UK’s Financial Ombudsman Service (FOS) usually needs to be made within six months of The MPLC’s final written response.