Customer Service and Complaints

Victor Millwell Insurance Agency Limited (trading as Comfort Insurance) acts on behalf of insurance companies or Lloyd’s syndicates: the complaints procedure that will apply to you depends on whose behalf we act. To identify which procedure applies to you, please refer to your policy wording.

If you have any doubt on which procedure applies to you, Victor Millwell will be happy to help.  Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally.  We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly.  To ensure that we provide the kind of service you expect we welcome your feedback.  We will record and analyse your comments to make sure we continually improve the service we offer.  If you have cause for complaint we will acknowledge this promptly an will aim to resolve the problem as quickly as possible.


If you are unhappy with any aspect of the handling of your insurance we would encourage you, in the first place, to seek resolution by contacting a manager at Victor  Milwell/Comfort Insurance.


If your policy is with an insurance company and you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at


You can contact them in one of the following ways:


In writing:

The Financial Ombudsman Service Exchange Tower London E14 9SR

By e-mail:

By phone: 0800 023 4567 or 0300 123 9 123


If your policy is with a Lloyds Syndicate and you are unhappy with the the outcome of of your complaint and you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:


In writing:

Complaints Team Lloyd’s One Lime Street London EC3M 7HA

By email:

By phone: +44 (0)20 7327 5693

By fax: +44 (0)20 7327 5225


Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at and are also available from the above address.


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