Complaints

We want to put things right if something has gone wrong. This page explains how to complain, what will happen and who is responsible.

Who we are and who is responsible

Lateral is a trading name of Live Lateral Limited, registered in England and Wales (company number 16287723), registered office 71-75 Shelton Street, London WC2H 9JQ. Live Lateral Limited is an appointed representative of Innovative Risk Labs Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 609155).

Innovative Risk Labs Ltd ("IRL") is our principal. IRL is responsible for our regulated insurance business, including complaints about it. We handle complaints under IRL's complaints procedure, and IRL oversees how every complaint is handled. You can complain to us, or directly to IRL, using the details below.

How to complain

You can complain by phone, email, post or any other reasonable means. Making a complaint is free.

Contact us (Lateral):

  • Phone: 02038268898
    Lines are open Monday to Friday, 9:00 am to 5:30 pm (excluding public holidays).
  • Email: complaints@lateral.uk
  • Post: Lateral Complaints, 71–75 Shelton Street Covent Garden London WC2H 9JQ

Or contact our principal, Innovative Risk Labs Ltd:

  • Phone: 0330 122 6755
    Calls to 03 numbers cost the same as calls to 01 and 02 numbers and are included in inclusive minutes. 
  • Email: info@innovativerisk.co.uk
    (please put "Complaint" and "Lateral" in the subject line)
  • Post: Complaints, Innovative Risk Labs Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE

Please tell us:

  • your name and how we can contact you;
  • your membership or policy number;
  • what went wrong, and when;
  • what you would like us to do to put it right;
  • copies of any relevant documents or emails.

What happens next

Quick resolution. If we resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will write to you to confirm this. We will also tell you that you can refer the complaint to the Financial Ombudsman Service if you later change your mind.

Acknowledgement. Otherwise, we will acknowledge your complaint in writing promptly, normally within 5 business days. We will tell you who is dealing with it and that we will respond within 8 weeks.

Updates. We will keep you informed while we investigate.

Final response within 8 weeks. By the end of 8 weeks from the date we receive your complaint, we will send you either our final response, or a written response explaining why we cannot yet give a final response, when we expect to, and that you can refer your complaint to the Financial Ombudsman Service now.
Our final response will explain our findings and decision, any offer we make to put things right, and your right to refer your complaint to the Financial Ombudsman Service. We will include a copy of the Ombudsman's consumer leaflet or a link to it. 

Complaints about a claim or the policy itself

Acknowledgement. Otherwise, we will acknowledge your complaint in writing promptly, normally within 5 business days. We will tell you who is dealing with it and that we will respond within 8 weeks.

The Financial Ombudsman Service

If you are not happy with our final response, or we have not sent it within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service. It is free and independent.

You must refer your complaint to the Ombudsman within six months of the date of our final response. If you do not refer it in time, the Ombudsman will not have our permission to consideryour complaint and so will only be able to do so in very limited circumstances, for example if it believes the delay was the result of exceptional circumstances.

Financial Services Compensation Scheme (FSCS)

Your insurer is HCC International Insurance Company plc, trading as Tokio Marine HCC. If the insurer cannot meet its obligations, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). This depends on the type of insurance and your circumstances. More information: www.fscs.org.uk, 0800 678 1100.

Services that are not regulated

This page covers complaints about our regulated insurance business. If Lateral provides any service that is not regulated by the Financial Conduct Authority, that service is not provided under Innovative Risk Labs Ltd's responsibility, complaints about it are handled separately, and the Financial Ombudsman Service and the FSCS may not cover it. 

Help making a complaint

If you need this information in another format, such as large print, Braille, audio or another language, please ask us.
If you have a disability, a health condition or are going through a difficult time, tell us and we will adjust how we deal with you, for example by calling at a time that suits you or communicating in writing only.
You can ask someone else, such as a friend, relative or adviser, to complain on your behalf. We will need your permission to deal with them.
Making a complaint does not affect your legal rights.

Last updated: 14th October 2026