Complaints Procedure

1. Our commitment

TEDmar International (a trading name of Acies Management Holdings Limited, FCA FRN 830581) is committed to providing a high standard of service. If you are dissatisfied with any aspect of the service you have received, we want to hear about it and will do our best to put things right.

We handle all complaints in accordance with the rules and guidance set out by the Financial Conduct Authority (FCA) in the Dispute Resolution: Complaints sourcebook (DISP).

2. Who can complain?

You are eligible to make a complaint if you are, or were, a customer of TEDmar International and fall within the definition of an "eligible complainant" under FCA rules. This includes:

• Individual consumers
• Micro-enterprises (businesses with fewer than 10 employees and a turnover or balance sheet total of no more than €2 million)
• Small businesses (with an annual turnover of less than £6.5 million and either fewer than 50 employees or a balance sheet total of less than £5 million)
• Charities with an annual income of less than £6.5 million
• Trustees of trusts with net asset value of less than £5 million

3. How to make a complaint

You can make a complaint by contacting us through any of the following channels:

• Email: underwriting@ted-mar.com
• Post: Complaints, TEDmar International, 71 Fenchurch Street, London EC3M 4BS

When making a complaint, please provide your name, contact details, policy or reference number (if applicable), a clear description of the issue, and the outcome you are seeking.

4. What happens next

4.1 Acknowledgement

We will acknowledge your complaint promptly, and in any event within five business days of receiving it. Our acknowledgement will confirm who is handling your complaint and how to contact them.

4.2 Investigation

We will investigate your complaint fairly, consistently, and promptly. The person handling your complaint will have the authority to settle it or have ready access to someone who does. We will keep you informed of progress.

4.3 Final response

We aim to resolve complaints as quickly as possible. We will send you a final response within eight weeks of receiving your complaint. Our final response will:

• Accept the complaint and, where appropriate, offer redress or remedial action; or
• Offer redress or remedial action without accepting the complaint; or
• Reject the complaint, giving our reasons for doing so.

If we are unable to provide a final response within eight weeks, we will write to you explaining why and tell you when you can expect a final response. We will also inform you of your right to refer the complaint to the Financial Ombudsman Service.

5. If you remain dissatisfied

5.1 Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not provided a final response within eight weeks, you may refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for settling disputes between consumers and financial services firms. You must refer your complaint to the FOS within six months of the date of our final response.

You can contact the FOS at:

• Telephone: 0800 023 4567 (free from UK landlines and mobiles) or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Website: financial-ombudsman.org.uk

5.2 Lloyd's complaints

As TEDmar International places insurance risks in the Lloyd's market, you may also be able to refer your complaint to Lloyd's. If your complaint relates to a policy placed through Lloyd's, you can contact Lloyd's complaints team:

• Email: complaints@lloyds.com
• Post: Complaints, Lloyd's, One Lime Street, London EC3M 7HA
• Website: lloyds.com/policyholder/make-a-complaint

Lloyd's will investigate your complaint and may provide an independent review. If you remain dissatisfied after Lloyd's review, you can still refer the matter to the Financial Ombudsman Service as described above.

6. Regulatory information

TEDmar International is a trading name of Acies Management Holdings Limited, authorised and regulated by the Financial Conduct Authority (FCA FRN 830581). Registered in England and Wales, company no. 11136744. Registered office: 71 Fenchurch Street, London EC3M 4BS.

You can verify our FCA registration on the FCA Register.

7. Contact us

If you have any questions about this complaints procedure, please contact:

TEDmar International
71 Fenchurch Street, London EC3M 4BS
Email: underwriting@ted-mar.com