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Details of how to make a complaint in relation to our insurance services.
Insurance Complaints Procedure Summary
As a member of the PDA, your insurance is arranged by the Pharmacy Insurance Agency (PIA) and as the authorised insurer any complaint about the insurance element of your membership will always be handled by the PIA. The PIA’s aim is to provide a first class service, however, if you wish to submit a complaint, please complete the form below.
For complaints for policies incepted prior to 1 August 2024 please click link below:
Wherever possible, they will endeavour to resolve your complaint within three working days. If this has not been possible, your complaint will be acknowledged in writing and you will be provided with the details of the individual who will be handling the matter in our office, together with a copy of the full complaints procedure. Where your complaint is in relation to the activities of the PIA as the regulated agent that arranges the insurance policy, it will investigate your complaint and aim to provide you with a final response within 8 weeks, following which you may be entitled to refer it to the Financial Ombudsman Service, whose details are below, if you remain dissatisfied.
If your complaint relates to activities on behalf of Insurers, such as policy coverage, then your complaint will be fully investigated and you will receive a written response within two weeks. If this is not possible, then you will be kept informed as to the reasons why. If you remain dissatisfied with the outcome of your complaint, you have the right to refer the matter to the Policyholder and Market Assistance team at Lloyd’s who will then conduct a full investigation of your complaint and provide you with a written final response within 8 weeks.
Lloyd’s Complaints team
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent ME4 4RN
Telephone: +44 (0)207 327 5693
Fax: +44 (0)207 327 5225
Email: [email protected]
Details of Lloyd’s complaints procedures are set out in a leaflet “How we will handle your complaint” available at www.lloyds.com/complaints and are also available from the above address.
Customer Satisfaction Manger
Mission Underwriting UK Ltd
1 Fleet Place
London
EC4M 7WS
Email: [email protected]
If you are dissatisfied with the outcome of your complaint after eight weeks, you may have the right to refer your complaint to Financial Ombudsman Service (FOS) within six months of the final response letter.
The Financial Ombudsman Service
Exchange Tower,
London E14 9SR.
The Helpline is on 0800 023 4567 or 0300 123 9123
Email: [email protected]
More information on the scope and service provided by the Financial Ombudsman Service is available on their website at: www.financial-ombudsman.org.uk
Using our complaints procedure or contacting the FOS does not affect your legal rights.
The Pharmacists' Defence Association is a company limited by guarantee. Registered in England; Company No 4746656.
The Pharmacists' Defence Association is an appointed representative in respect of insurance mediation activities only of The Pharmacy Insurance Agency Limited which is registered in England and Wales under company number 2591975 and is authorised and regulated by the Financial Conduct Authority (Register No 307063)
The PDA Union is recognised by the Certification Officer as an independent trade union.
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