Complaints

We are committed to providing our customers with a high quality of service and cover and intend to maintain this at all times. However, if you feel dissatisfied please notify us using our complaints procedure below and we will endeavour to resolve your problems as soon as possible.

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Business customers

These include the following policies;

Personal Trainer Insurance, Sports Coaching Insurance, Gym and Fitness Club Insurance, Sports Business Insurance, Pet Business Insurance, Fitness Instructor Insurance, Martial Arts Instructor Insurance, Sports Club Insurance, Sports Event Insurance, Sports League Insurance.

For policies underwritten by XLCatlin and in the event that you wish to make a complaint you may contact us on:

Protectivity Insurance
Belmont House
High Street
Lane End
Bucks
HP14 3ER

Email: contact@protectivity.com

Telephone: +44 (0)1494 887909

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to XL Catlin. XL Catlin will investigate the matter and provide a final response. XL Catlin contact details are as follows:

Complaints Manager
Catlin Underwriting Agencies Ltd
20 Gracechurch Street
London
EC3V 0BG

Email:  xlcatlinukcomplaints@xlcatlin.com

Telephone: +44 (0)20 7438487

Website: www.xlcatlin.com

Should you remain dissatisfied, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone: +44 (0)300 123 9 123

Website: www.financial-ombudsman.org.uk

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Personal customers

These include the following policies;

Sports Travel Insurance, Sports Accident Insurance, Children’s Sport Accident Insurance, Sports Team Insurance, Activity Top Up.

For UK Residents:

If you have any questions or concerns about any aspect of your insurance or the handling of a claim you should, in the first instance contact us. Our contact details are as follows:

SportsCover Direct Ltd
Belmont House
High Street
Lane End
Bucks
HP14 3ER

Email: contact@sportscover.co.uk

Telephone: +44 (0) 1494 887909

If you wish to make a complaint you can do so at any time by referring the matter to the:

Complaints Manager
Catlin Insurance Company (UK) Ltd.
20 Gracechurch Street
London
EC3V 0BG

Tel No: +44 (0) 207 743 8487

Email: xlcatlinukcomplaints@xlcatlin.com

If you remain dissatisfied after the Complaints Manager has considered your complaint, or you have not received a final decision within eight (8) weeks, you can refer your complaint to the Financial Ombudsman Service at:

Exchange Tower
London
E14 9SR

Email:  complaint.info@financial-ombudsman.org.uk

From within the United Kingdom
Telephone: 0800 023 4567 (free for people phoning from a “fixed line”, for example a landline at home)

Telephone: 0300 123 9123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)

From outside the United Kingdom

Telephone Number: +44 (0)207 964 1000

Fax Number: +44 (0)207 964 1001

The Financial Ombudsman Service can look into most complaints from consumers and small businesses. For more information, contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk

For Irish Residents:

In the event that you wish to make a complaint you may contact us on:

SportsCover Direct Ltd
Belmont House
High Street
Lane End
Bucks
HP14 3ER

Email: contact@sportscover.co.uk

Telephone: +44 (0) 1494 887909

If you wish to make a complaint you can do so at any time by referring the matter to the:

Complaints Manager
Catlin Insurance Company (UK) Ltd.
20 Gracechurch Street
London
EC3V 0BG

Tel No: +44 (0) 207 743 8487

Email: xlcatlinukcomplaints@xlcatlin.com

If you remain dissatisfied after the Complaints Manager has considered your complaint, or you have not received a final decision within eight (8) weeks, you can refer your complaint to the Irish Services Ombudsman at:

Financial Services Ombudsman

3rd Floor, Lincoln House,
Lincoln Place
Or you can obtain an online Complaint Form on: www.financialombudsman.ie

Alternatively, you may be entitled to refer your complaint to the United Kingdom Financial Ombudsman Service at:

Exchange Tower
London
E14 9SR
Email:  complaint.info@financial-ombudsman.org.uk

From outside the United Kingdom

Telephone Number: +44 (0)207 964 1000

Fax Number: +44 (0)207 964 1001

The United Kingdom Financial Ombudsman Service can look into most complaints from consumers and small businesses. For more information, contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk

Online Dispute Resolution Platform

The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for Canopius Managing Agents Limited is the Financial Ombudsman Service, which can be contacted directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr.