Making a complaint

We are committed to providing you with an exceptional level of service. However, we realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. If this happens, we want to hear about it so that we can try to put things right.
Please do the following:

  • Get in touch with us through the Kinsu app, by email, telephone 033 0332 1004 or by writing to us (Kinsu, 3 Lombard St, London EC3V 9AA, UK) and explain that you wish to make a complaint;
  • Give us your name and a contact telephone number;
  • Quote your policy and/or claim number, and the type of policy you hold; and
  • Explain clearly and concisely the reason for your complaint. This will help us record your complaint and take steps to solve it.



Taking your complaint further

In the event that you remain dissatisfied and wish to take your complaint further, you can refer the matter to:

Complaints at Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN.
Telephone 020 7327 5693
Details of Lloyd’s complaints procedures are set out on their website at

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. This is a free and impartial service and will not affect your legal rights.

Contact: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.
– from UK landline: 080 0023 4567 (free),
– from UK mobile phone: 030 0123 9123 (your network provider may charge),
– from outside the United Kingdom: +4420 7964 1000. Email:

Alternatively, if you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform using the following link:
This does not affect your right to submit your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS).


Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if we are unable to meet our obligations under this contract of insurance. Further Information about the Scheme is available from:
Financial Services Compensation Scheme, 10th Beaufort House, 15 St. Botolph Street, London EC3A 7QU.