Complaints

It is our intention to provide you with a first class service. However, there may be occasions when you feel that this objective has not been achieved. If you are dissatisfied with any aspect of the service that you receive from us, please send your complaint to: [email protected] including your name and policy/claim or reference number. Should you prefer to send your complaint in a letter, please send your letter to:

Regulatory Affairs Director
CNA Hardy
20 Fenchurch Street
London
EC3M 3BY

Please state the nature of your complaint and quote your policy or claim reference number, if applicable. Your letter / email will be acknowledged promptly upon receipt and we will provide a timely and detailed response thereafter.

Complaints about Hardy (Underwriting Agencies) Limited our Lloyd’s Platform

If your complaint is in respect of a Lloyd’s policy and you remain dissatisfied with our response, you may refer the matter to Lloyd’s for their independent review of our handling of the case. Lloyd's will investigate the matter and provide a final response. Lloyd's contact details are as follows:

Complaints
Fidentia House
Walter Burke Way
Kent ME4 4RN
Email: [email protected] 
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Website: www.Lloyds.com/complaints

Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The FOS can be reached at the following address:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Email: [email protected]

Calls from within the UK: 
0800 023 4 567 – calls to this number are now free on mobile phones and landlines
0300 123 9 123 – calls to this number cost no more than calls to 01 and 02 numbers
Calls from outside the UK: +44 (0)20 7694 0500

Further information can be found on the Financial Ombudsman Consumer Leaflet. The Financial Ombudsman Service will become involved if you are an eligible complainant as defined by the rules of the Financial Conduct Authority (FCA).

Complaints about CNA Insurance Company Limited (CICL)

If your complaint relates to a CICL policy and the matter is not resolved to your satisfaction, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The FOS can be reached at the following address:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Email: [email protected]

Calls from within the UK: 
0800 023 4 567 – calls to this number are now free on mobile phones and landlines
0300 123 9 123 – calls to this number cost no more than calls to 01 and 02 numbers
Calls from outside the UK: +44 (0)20 7694 0500

Further information can be found on the FOS Consumer Leaflet.
The FOS will become involved if you are an eligible complainant as defined by the rules of the Financial Conduct Authority (FCA).

Complaints about CNA Insurance Company (Europe) Limited (CICE) and overseas offices

If your complaint relates to CICE or one of our European offices and you are not satisfied with the response from us, you may refer the matter to your local regulator, contact details are listed below: