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.

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

 

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:

For customers with policies underwritten by Canopius, we follow the process for responding to complaints which has been put in place by Lloyd’s. 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

In the event that you remain dissatisfied and wish to make a complaint you can do so at any time by referring the matter to either:

Head of Accident & Health
Canopius Managing Agents Limited
Gallery 9, One Lime Street
London
EC3M 7HA

Tel No: +44 (0) 207 337 3700

Email: A&Hcomplaints@SompoCanopius.com

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

Complaints
Lloyds
One Lime Street
London EC3M 7HA

Email:  complaints@lloyds.com

Telephone: +44 (0)20 7327 5693

Fax: +44 (0)20 7327 5225

Website: www.lloyds.com/complaints

Ultimately, 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

For Irish Residents:

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 final response from the above or if you have not received a final response within forty business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services Ombudsman (FSO). The contact details are as follows:

Financial Services Ombudsman

3rd Floor, Lincoln House
Lincoln Place
Dublin 2
Ireland

Tel: +353 1 6 620 899

Fax: +353 1 6 620 890

E-mail: enquiries@financialombudsman.ie

The complaints handling arrangements above are without prejudice to your rights in law.

 

phoneWho to call

Protectivity Insurance
Belmont House
High Street
Lane End
Bucks
HP14 3ER
01494 887 909