Complaints Policy

At Aesir we are pride ourselves for professional attitude and desire to provide our partners with the best solution for their insurance coverage. But we understand that sometimes things do not go according to plan and some issues will require swift and fair resolution. In all cases we will do our best to resolve any queries, however if you feel that the issue have not been resolved you can contact us with your complaint as follows:

• Via email to aesirspace@aesirspace.com
• Mail: Attention of Compliance Office, Aesir Space, 68 King William Street, London, EC4N 7HR, United Kingdom

In order for us to understand your concern please provide the following information:

• A brief overview of your issue
• What you would like us to do to resolve the issue
• Your name and address
• A contact telephone number
• Any customer reference number you may have

In the unlikely event that you remain dissatisfied with resolution of the issue offered by Aesir Space we obliged to inform you that as your insurance is provided by Underwriters at Lloyd’s you are entitled to refer the matter to the Complaints team at Lloyd’s. Full details of Lloyd’s complaints procedures are available at www.lloyds.com and the Complaints team’s contact details are as follows:

 Lloyd’s
 Fidentia House
 Walter Burke Way
 Chatham Maritime
 Chatham
 Kent
 ME4 4RN

 Tel: 0207 327 5693
 Fax: 0207 327 5225
 Email: complaints@lloyds.com

Alternatively, should we unable to arrive to satisfactory conclusion of the issue you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of the date of our mutual confirmation that your issue can not be resolved by Aesir Space. If you do not refer your complaint in time, the FOS will not have permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the FOS believes that the delay was as a result of exceptional circumstances). Further details regarding the FOS can be obtained from their website at www.financialombudsman.org.uk.

Alternatively, the FOS may be contacted at:

 The Financial Ombudsman Service
 Exchange Tower
 London E14 9SR

 Tel: 0800 023 4 567

Should you refer the matter to Lloyd’s this will not affect your right to refer the matter to the Financial Ombudsman Service following Lloyd’s review.