COVID-19 VACCINATIONS: If, in addition to indemnity for your main employment, you would like cover for delivering COVID-19 Vaccinations please apply for our standalone extension Apply Today

Home   »   Complaints   »   Insurance Complaints

Insurance Complaints

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.


You can also register a complaint by writing to;

The Complaints Manager

The Complaints Manager
The Pharmacy Insurance Agency
The Old Fire Station
69 Albion Street
Birmingham B1 3EA


Telephone: 0121 513 0969

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 Underwriters, 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
Kent ME4 4RN
Telephone: +44 (0)207 327 5693
Fax: +44 (0)207 327 5225

Details of Lloyd’s complaints procedures are set out in a leaflet “How we will handle your complaint” available at and are also available from the above address.

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 and eligible complainants must do so within six months of Lloyd’s final response letter.

The Financial Ombudsman Service

Exchange Tower,
London E14 9SR.
The Helpline is on 0800 023 4567

More information on the scope and service provided by the Financial Ombudsman Service is available on their website at:









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.

Cookie Use

This website uses cookies to help us provide the best user experience. If you continue browsing you are giving your consent to our use of cookies.

General Guidance Resources Surveys PDA Campaigns Regulations Locums Indemnity Arrangements Pre-Regs & Students FAQs Coronavirus (COVID-19)