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* Pantaenius UK Limited is authorised and regulated by the Financial Conduct Authority (Authorised No.308688)

** Pantaenius America Ltd. is a licensed insurance agent licensed in all 50 states. It is an independent corporation incorporated under the laws of New York and is a separate and distinct entity from any entity of the Pantaenius Group.

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How can you make a complaint?

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

In writing to:
The Compliance Officer,
Pantaenius UK Ltd.,
Marine Building,
1 Queen Anne Place,
Plymouth,
PL4 0FB,
United Kingdom

By telephone on: +44(0)1752 22 36 56
By email to:  complaints@pantaenius.co.uk

If, in placing your policy, we have acted as a Lloyd’s Coverholder, you may also be entitled to refer your complaint to Lloyd’s.

Details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints and you can contact the Lloyd’s Complaints team by the following means:

In writing to:

Complaints at Lloyd’s,
Fidentia House,
Walter Burke Way,
Chatham Maritime,
Chatham,
Kent.
ME4 4RN

By telephone on: +44 (0) 20 7327 5693
By fax on: +44 (0) 20 7327 5225
By email to:  complaints@lloyds.com

Responsibility

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Overall responsibility for this policy is assigned to Simon Bowen, Operations Director, Pantaenius UK Ltd., whom will be made aware of all complaints received and ensure that the correct procedures are enforced.

Acknowledging your complaint

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If your complaint is relatively straightforward it may be possible to resolve it very quickly. If we are able to resolve your complaint before the end of the third working day after it is received by us, we will send you a ‘Summary Resolution Communication’ promptly, with confirmation of the action we took to resolve your complaint.

In all other cases we will send you a written acknowledgement of your complaint promptly, normally within five working days of receiving it. If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.

Investigating your complaint

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Your complaint will be acknowledged and you will be advised of the name of the person investigating your complaint on your behalf. Complaints are taken seriously and handled speedily and fairly by someone who has not been involved in the process which has given rise to the complaint and we will not charge you for this work.

In order to reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.

We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.

We aim to give a full response to a complaint within two weeks, and in most cases this is possible. In some cases this is not possible either because the issue is complex or because we need to collect information or seek opinion or advice from the underwriters or another party, for example a surveyor. If there is a delay, we will advise you of the reason, and the time we anticipate it will take to give our full response, but this will not be longer than eight weeks from the date of your complaint.

If you are not happy with our response to your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for investigation. You must refer your complaint within 6 months of receiving our response if you wish to take advantage of the Financial Ombudsman Service. Their contact details are below.

The Financial Ombudsman Service
Exchange Tower
LONDON
E14 9SR

www.financial-ombudsman.org.uk

There is no charge for any of the above procedures, and your rights in law are not affected in any way by using them. Please note that the Ombudsman will not investigate your complaint until you have received a response from Pantaenius. 

Complaints Analysis

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We take all complaints seriously and regularly analyse any complaints received to identify root causes and any trends. We also review decisions made by the FOS against any decisions that we have made on similar cases. We use the resulting information to improve our services and the way that we handle future complaints through amended processes and staff training.

PANTAENIUS - a reliable partner
Enjoy the great feeling of being in safe hands...
50
years

of experience guarantee an exclusive service approach and the most efficient claims management when you need it most.

100,000
customers

already place their trust in us and make Pantaenius the leading yacht insurance provider in Europe.

35,000
specialists

in our network help us deliver true local service and support you with advice and expertise all over the world.