How to make a complaint
We are dedicated to delivering exceptional service to our valued customers and strive to uphold these standards consistently. However, we recognise that occasionally misunderstandings happen, or mistakes are made.
However, if you feel dissatisfied about the service provided by our Sales Team, or information shown on the website, please notify us and we will endeavour to investigate your issue promptly.
If you have any questions or concerns about any aspect of your insurance policy or the handling of a claim, in the first instance please contact us and we will do our best to help. However, as we do not handle claims internally, if we cannot assist with obtaining a resolution your issue promptly, any complaints should be directed to the underwriters / insurers who appoint the claims handlers. Our contact details are as follows:
By post
Protectivity Insurance
Dovetail House
Wycombe Road
Stokenchurch
Buckinghamshire
HP14 3RQ
Complain directly to your policy underwriters
If you wish to make a complaint relating to the handling or declinature of a claim, the Terms and Conditions of the policy, or the pricing you can do so by referring the matter to the insurer/underwriter of your policy whose details you will find in the drop-down box below.
Activity Top Up
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Tel No: +44 (0) 207 743 8487
Complaints Leaflet: Click here
Email: axaxlukcomplaints@axaxl.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
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Caterers
For complaints relating to Claims, or the underwriting of your policy, please contact the underwriter, MGAM Limited, by email: complaints@mgamutual.com quoting your policy number.
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Celebrations and Parties
If your complaint relates to the handling of your claim, or underwriting of the policy, you may if you wish, refer your complaint direct to the underwriters whose details are as follows:
For policies sold from 11/01/24:
Complaints Department
Convex Insurance UK Limited
52 Lime Street
London
EC3M 7AF
Tel: +44 (0)7919 603210
Email: complaints@convexin.com
For policies sold prior to 11/01/24:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Tel: +44 (0)207 743 8487
Email: axaxlukcomplaints@axaxl.comk
Complaints Leaflet: Click here
For all policies
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0) 300 1239 123 (free for mobile phone users who pay a monthly phone charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Children’s Sport Accident Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Tel No: +44 (0) 207 743 8487
Complaints Leaflet: Click here
Email: axaxlukcomplaints@axaxl.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
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Cleaners Insurance
For complaints relating to Claims, or the underwriting of your policy, please contact the underwriter, MGAM Limited, by email: complaints@mgamutual.com quoting your policy number.
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Crafters Insurance
For complaints relating to Claims, or the underwriting of your policy, please contact the underwriter, MGAM Limited, by email: complaints@mgamutual.com quoting your policy number.
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Fitness Instructor Insurance
If you wish to make a complaint relating to the handling of a Claim, or underwriting of your policy, for all sections of the policy except for the additional Legal Expenses section, you can do so by referring the matter to:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
For complaints relating to the additional Legal Expenses section, complaints should be referred to Financial and Legal Insurance Company Limited who will investigate the matter further. Their contact details are as follows:
Financial and Legal Insurance Company Limited
No.5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ
Email: nonmotorclaims@financialandlegal.co.uk
Telephone: +44 (0)161 4941639
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Gym and Fitness Club Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Hairdressers and Barbers Insurance
If you wish to make a complaint about the handling of a Claim, or the underwriting of your policy, for all sections of the policy except for the additional Legal Expenses section, you can do so by referring the matter to:
Peach
Mallison House
38-42 St Peters Street
St Albans
Herts
AL1 3NP
United Kingdom
Telephone Number: +44 (0)330 3141592
E-mail: nick@peachinsurance.co.uk
For complaints relating to the additional Legal Expenses section, complaints should be referred to Financial and Legal Insurance Company Limited. Their contact details are as follows:
Financial and Legal Insurance Company Limited
No.5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ
Email: nonmotorclaims@financialandlegal.co.uk
Telephone: +44 (0)161 4941639
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Martial Arts Instructor Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Multi-Event Insurance
If your complaint relates to the handling of your claim, or underwriting of the policy, you may if you wish, refer your complaint direct to the underwriters whose details are as follows:
For policies sold from 11/01/24:
Complaints Department
Convex Insurance UK Limited
52 Lime Street
London
EC3M 7AF
Tel: +44 (0)7919 603210
Email: complaints@convexin.com
For policies sold prior to 11/01/24:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Tel: +44 (0)207 743 8487
Email: axaxlukcomplaints@axaxl.comk
Complaints Leaflet: Click here
For all policies
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0) 300 1239 123 (free for mobile phone users who pay a monthly phone charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Nail Technician and Make-up Artist Insurance
If you wish to make a complaint about the handling of a Claim, or the underwriting of your policy, for all sections of the policy except for the additional Legal Expenses section, you can do so by referring the matter to:
Peach, Insurance Service Centre
Mallison House
38-42 St Peters Street
St Albans
Herts
AL1 3NP
United Kingdom
Telephone Number: +44 (0)330 3141592
E-mail: nick@peachinsurance.co.uk
For complaints relating to the additional Legal Expenses section, complaints should be referred to Financial and Legal Insurance Company Limited. Their contact details are as follows:
Financial and Legal Insurance Company Limited
No.5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ
Email: nonmotorclaims@financialandlegal.co.uk
Telephone: +44 (0)161 4941639
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
One Off Event Insurance
If your complaint relates to the handling of your claim, or underwriting of the policy, you may if you wish, refer your complaint direct to the underwriters whose details are as follows:
For policies sold from 11/01/24:
Complaints Department
Convex Insurance UK Limited
52 Lime Street
London
EC3M 7AF
Tel: +44 (0)7919 603210
Email: complaints@convexin.com
For policies sold prior to 11/01/24:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Tel: +44 (0)207 743 8487
Email: axaxlukcomplaints@axaxl.comk
Complaints Leaflet: Click here
For all policies
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0) 300 1239 123 (free for mobile phone users who pay a monthly phone charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Personal Trainer Insurance
If you wish to make a complaint relating to the handling of a Claim, or underwriting of your policy, for all sections of the policy except for the additional Legal Expenses section, you can do so by referring the matter to:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
For complaints relating to the additional Legal Expenses section, complaints should be referred to Financial and Legal Insurance Company Limited who will investigate the matter further. Their contact details are as follows:
Financial and Legal Insurance Company Limited
No.5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ
Email: nonmotorclaims@financialandlegal.co.uk
Telephone: +44 (0)161 4941639
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Pet Business Insurance
If you wish to make a complaint relating to the handling of a Claim, or underwriting of your policy, for all sections of the policy except for the additional Legal Expenses section, you can do so by referring the matter to:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
For complaints relating to the additional Legal Expenses section, complaints should be referred to Financial and Legal Insurance Company Limited who will investigate the matter further. Their contact details are as follows:
Financial and Legal Insurance Company Limited
No.5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ
Email: nonmotorclaims@financialandlegal.co.uk
Telephone: +44 (0)161 4941639
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Rent Guarantee Insurance
If you wish to make a complaint relating to the handling of a Claim, or the underwriting of your policy, please contact the underwriter:
The Compliance Dept
Financial & Legal Insurance Company Limited
No.5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ
Email: complaints@financialandlegal.co.uk
Telephone: +44 (0)161 492 1639
Website: www.financialandlegal.co.uk
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
Telephone: +44(0) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Small Business Insurance
If your complaint relates to a claim, or matters relating to the Conditions and Exclusions of the policy, please contact the underwriters:
The Complaints Officer
Irwell Insurance Company Limited
2 Cheetham Hill Road
Manchester
M4 4FB
Telephone Number: 0344 892 0164
Email: complaints@irwell.co.uk
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Sports Accident Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Tel No: +44 (0) 207 743 8487
Complaints Leaflet: Click here
Email: axaxlukcomplaints@axaxl.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
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Sports Business Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Sports Club Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Sports Coaching Insurance
If you wish to make a complaint relating to the handling of a Claim, or underwriting of your policy, for all sections of the policy except for the additional Legal Expenses section, you can do so by referring the matter to:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
For complaints relating to the additional Legal Expenses section, complaints should be referred to Financial and Legal Insurance Company Limited who will investigate the matter further. Their contact details are as follows:
Financial and Legal Insurance Company Limited
No.5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ
Email: nonmotorclaims@financialandlegal.co.uk
Telephone: +44 (0)161 4941639
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Sports Event Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Sports League Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.com
Complaints Leaflet: Click here
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Sports Team Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Tel No: +44 (0) 207 743 8487
Complaints Leaflet: Click here
Email: axaxlukcomplaints@axaxl.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
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Sports Travel Insurance
For complaints relating to Claims, or Policy Terms and Conditions, please contact the underwriter:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG
Tel No: +44 (0) 207 743 8487
Complaints Leaflet: Click here
Email: axaxlukcomplaints@axaxl.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
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Stallholder Insurance
If your complaint relates to the handling of your claim, or underwriting of the policy, you may if you wish, refer your complaint direct to the underwriters whose details are as follows:
For policies sold from 11/01/24:
Complaints Department
Convex Insurance UK Limited
52 Lime Street
London
EC3M 7AF
Tel: +44 (0)7919 603210
Email: complaints@convexin.com
For policies sold prior to 11/01/24:
Complaints Department
AXA XL
20 Gracechurch Street
London
EC3V 0BG
Tel: +44 (0)207 743 8487
Email: axaxlukcomplaints@axaxl.comk
Complaints Leaflet: Click here
For all policies
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0) 300 1239 123 (free for mobile phone users who pay a monthly phone charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk
Insurance Guarantee Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if We are unable to meet Our obligations under this contract of insurance. If You were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this contract of insurance. Further information about the Scheme is available from the Financial Services Compensation Scheme (PO Box 300, Mitcheldean, GL17 1DY) and on their website: www.fscs.org.uk.
Therapy Insurance
If you wish to make a complaint relating to the handling of a Claim, or the underwriting of your policy, for all sections except for the additional Legal Expenses section, you can do so by referring the matter to:
Peach
Insurance Service Centre
Mallinson House
38-42 St Peters Street
St Albans,
Herts
AL1 3NP
Telephone Number: +44 (0)330 3141592
Email: nick@peachinsurance.co.uk
If you remain dissatisfied after
Peach Pi have considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) using the details shown below.
The Financial Ombudsman Service.
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
From within the United Kingdom:
Telephone Number: 0800 023 4567 (free for people phoning a “fixed line”, for example a landline at home)
Telephone Number: 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
Tradesman Insurance
For complaints relating to Claims, or the underwriting of your policy, please contact the underwriter, MGAM Limited, by email: complaints@mgamutual.com quoting your policy number.
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) 800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: +44 (0)300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Website: www.financial-ombudsman.org.uk