Loadsure UK Ltd, July 2023

Complaints Procedure


At Loadsure, we are dedicated to providing exceptional customer service and we value your feedback.

If you have any complaints about our service, we encourage you to reach out to our dedicated complaints manager, Justin Murphy:

Email: complaints@loadsure.net

Telephone: +1 720-336-0265

We strive to uphold the highest standards, but we acknowledge that there may be instances where we may not meet our customers’ expectations. In such cases, we have established procedures to investigate and address any areas of concern.

Our commitment

Acknowledging any formal complaints within five working days or less.

Ensuring complaints and expressions of dissatisfaction are reviewed impartially by an individual of suitable seniority and authority.

Identifying the person managing your complaint in our initial response letter.

Providing a comprehensive response to your concern or complaint within four weeks or less. If we are unable to do so, we will inform you in writing, explaining why we have been unable to conclude the matter quickly and when we will contact you again.

If we have not resolved your complaint within eight weeks, we will write to you explaining why and advise you of your right to refer your complaint to Lloyd’s and/or the Financial Ombudsman Service.

Lloyd’s of London

If we are unable to resolve a complaint related to the performance of your policy or the insurer, and your policy is underwritten at Lloyd’s, you may refer your complaint to Lloyd’s for review.

Address: Lloyd’s Complaints Team, One Lime Street, London. EC3M 7HA

Telephone: 020 7327 5693

Email: complaints@Lloyds.com

Website: www.lloyds.com/complaints

Financial Ombudsman Service

If you feel that we have not been able to resolve the matter to your satisfaction, you may have the right to refer your complaint to the Financial Ombudsman Service:

The Financial Ombudsman Service, Exchange Tower, London. E14 9SR

Tel: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Please note, taking any of the above actions does not affect your statutory right to take legal action