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Customer Complaints

We aim to provide the best possible products and services. However, we are aware that despite our commitment, things may not always go as planned. We take complaints very seriously at Tokio Marine Kiln and aim to handle them to your satisfaction in a quick and efficient manner.

If you have any questions or concerns about your policy or the handling of a claim, in the first instance please contact your broker, intermediary or retail agent.

However, if you wish to make a complaint you may do so in writing or verbally at any time using the contact details below.

It will help us speed up the process if you are able to provide, when submitting your complaint, the following information:

  • Policy number
  • Date of loss
  • Subject of your complaint
  • Who did you buy your insurance from?
  • Who is your complaint against?

The Complaints Manager
Tokio Marine Kiln
20 Fenchurch Street
London, EC3M 3BY
United Kingdom

T: +44 (0)20 7886 9000

We will endeavour to respond to your complaint as quickly as possible, however if we cannot resolve your complaint immediately we will provide a timeline for resolution.

If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service using the details below:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

If you are unsure whether FOS will consider your complaint, please contact them directly for advice.

The service FOS provides is free and impartial and contacting them at any stage does not affect your legal rights to take action.

If your policy is, or you think it is, Underwritten at Lloyd’s, please read the additional information titled ‘Lloyd’s of London policies only’ as this should assist you in the complaints process.


The European Commission Online Dispute Resolution Platform (ODR)
If you have made a complaint to TMK about goods or services you bought from us online, and you are not happy with how we have responded, you can use the European Commission's Online Dispute Resolution (ODR) platform to put you in touch with the appropriate dispute resolution body. Their website is at:  
This platform will direct insurance complaints to the Financial Ombudsman Service.  However, you may contact the Financial Ombudsman Service directly if you prefer, as shown above.