Spain complaints handling

Definition of a complaint

Law 44/2002, as amended by the Customers Service Act 10/2025 defines a complaint as any statement of dissatisfaction regarding defective service provision or non-compliance or defective performance of an offer, submitted by customers and regardless of its internal classification as complaint or similar. It also includes statements of dissatisfaction arising from incidents or queries not satisfactorily resolved by the relevant office or department providing the service.

Order ECC/2502/2012 of 16 November defines a complaint as any statement of dissatisfaction made by a user of a financial service due to delays, neglect or any other failing in the functioning of the financial institution against which the complaint is filed. It also includes complaints, with a view to obtaining compensation for the harm to the users’ interest or right, for specific facts about acts or omissions, which are detrimental for the user and that arises from breaches of the regulations on transparency and customer protection, or of good practices in financial business.

Definition of a complainant

Any duly identified individual person or corporate entity, whether Spanish or not, acting in its capacity as user of financial services, in respect of its legally recognised interests and rights. This includes policyholder, insured, beneficiary, injured third parties and their successors.

Associations and organisations representing the legitimate collective interests of financial services users, provided that the relevant collective interests are affected; the association or organisation is legally entitled to defend and protect those interests; and it meets the requirements laid down in applicable Spanish legislation.

Internal and external complaints arrangements for business written on FREEDOM OF ESTABLISHMENT BASIS

In accordance with Law 44/2002 on Measures to Reform the Financial System, as amended by Law 10/2025 regulating customer service, Ministerial Order ECO/734/2004) and related regulation on transparency and protection of financial services customers, any complaint should be addressed to:

Customer Service Department

Lloyd’s Insurance Company S.A/NV.

Pº Castellana, 216, 8th floor

28046 Madrid

Spain

Email: lloydseurope.madrid@lloyds.com

This service is available Monday to Friday, from 9:00 a.m. to 6:00 p.m. (CET/CEST, as applicable), excluding public holidays.

Exclusively for complaints arising from a failure to address incidents relating to the maintenance of continuous services that may be offered by LIC, complaints may be submitted to the Customer Service Department 24 hours a day, every day of the year, by email to lloydseurope.madrid@lloyds.com.

We will acknowledge receipt of the complaint in writing, within 5 (five) business days of the complaint being made, recording its contents and the date and time of submission, and provide the complainant with a reference number to be used to track the complaint case.

A final response will be provided within a maximum of 1 (one) month of receipt of the complaint. The decision will be communicated to the complainant in writing, either on paper or by electronic means, within a maximum of 10 (ten) calendar days after the decision has been taken.

External Dispute Resolution:

If the complainant is dissatisfied with the final response or has not received a final response within the legal period, the complainant might be eligible to refer the complaint to the Directorate General of Insurance at:

Complaints Service, Directorate General of Insurance and Pension Funds.

Pº Castellana, 44

28046 Madrid

Spain

Tel.: 952 24 99 82

Website: https://dgsfp.mineco.gob.es/es/Consumidor/Reclamaciones/Paginas/InformacionProcedimiento.aspx

Complainants may also voluntarily submit their disputes to arbitration in accordance with the provisions of applicable law.

Complainants may bring a legal action before the competent Court corresponding to their domicile, in accordance with the Spanish Insurance Contract Act.

A copy of the Lloyd’s Insurance Company SA’s Operating Regulation is available

Operating Regulations (English)

Reglamento Funcionamiento (Spanish)

Internal and external complaints arrangements for business written on a FREEDOM OF SERVICES BASIS

In accordance with Law 44/2002 on Measures to Reform the Financial System, as amended by Law 10/2025 regulating customer service, Ministerial Order ECO/734/2004 and related regulation on transparency and protection of financial services customers, complaints should be addressed to:

Head of Complaints Management

Lloyd’s Insurance Company S.A.Bastion TowerMarsveldplein, 51050 BrusselsBelgium

E-mail: lloydseurope.complaints@lloyds.com

Or, in the alternative, please check your policy for details of the relevant person to contact for complaints purposes.

The service is available Monday to Friday, from 9:00 a.m. to 6:00 p.m. (CET/CEST, as applicable), excluding public holidays.

Exclusively for complaints arising from a failure to address incidents relating to the maintenance of continuous services that may be offered by LIC, complaints may be submitted to the Customer Service Department 24 hours a day, every day of the year, by email to lloydseurope.complaints@lloyds.com.

External Dispute Resolution:

Complaints Service, Directorate General of Insurance and Pension Funds.

Pº Castellana, 44

28046 Madrid

Spain

Tel.: 952 24 99 82

Website: https://dgsfp.mineco.gob.es/es/Consumidor/Reclamaciones/Paginas/InformacionProcedimiento.aspx

Complainants may also voluntarily submit their disputes to arbitration in accordance with the provisions of applicable law.

Complainants may bring a legal action before the competent Court corresponding to their domicile, in accordance with the Spanish Insurance Contract Act.

You may request a copy of the Lloyd’s Insurance Company SA’s Operating Regulation at lloydseurope.complaints@lloyds.com.