We aim to provide our clients with a first class service. If we have not delivered the service that you expect or you are concerned with the service or advice provided, we would like the opportunity to put things right.

Who to contact

In the first instance you should direct any complaint to our Complaints Officer at:

Lloyd & Whyte
Affinity House
Bindon Road
Somerset TA2 6AA

General Insurance: 01823 250 700
Financial Services: 01823 250 750
Heritage Property: 01823 250 702


If you cannot settle your complaint with us, eligible complainants may be entitled to refer it to the Financial Ombudsman Service for an independent assessment. Their contact information is as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

FOS Consumer Helpline: 0800 023 4567 (if calling from a landline) or 0300 123 9123 (if calling from a mobile).


Online Dispute Resolution

The European Commission has set up an Online Dispute Resolution (ODR) website for consumers who are unhappy with products or services they have bought online. If this applies to you, you can submit a complaint using the ODR website. You will receive details of our Alternative Dispute Resolution (ADR) body, the Financial Ombudsman Service (FOS), along with your option to have your complaint reviewed by them. You may contact the FOS directly using the details listed above.

Alternatively, you may send your complaint to us by email:

Please note that responsibility of data security during transfer rests with the sender and not with the receiver. We cannot guarantee unencrypted email transmissions are secure or error free, and accept no liability for interception and misuse.