Who can complain?
Local definitions will apply for all EEA countries where specific guidelines are provided. If no local definitions are available for a certain territory, the definitions of the complaint and the complainant in the EIOPA Guidelines will be applicable.
As per EIOPA Guidelines definition, a complainant is a person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. an insured person, beneficiary and in some jurisdictions, injured third party. In UK, definitions stated in the FCA Handbook (which provides specific guidance around ‘Eligible complainants’), will apply.
Lloyd’s Brussels seeks to ensure that all complainants, irrespective of their eligibility, are treated fairly and that complainants can have confidence that their valid complaints will be met.