Complaints

Have something you are unhappy with?

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.

Complaints details are as follows:

For policies underwritten by Financial & Legal, in the event that you wish to make a claim, you may contact us as follows:

Protectivity Insurance
Dovetail House
Wycombe Road
Stokenchurch
Bucks HP14 3RQ

Email: contact@protectivity.com
Telephone: +44 (0)14 9488 887909

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Financial & Legal Insurance Co. Ltd. They will investigate the matter further and provide a final response. Their details are as follows:

The Compliance Dept
Financial & Legal Insurance Company Limited
No.1 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GW

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

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

Complaints Decomplpartment XL Catlin Services SE, UK Branch 20 Gracechurch Street London EC3V 0BG, United Kingdom.
Telephone Number: +44 (0)20 7743 8487
Email: axaxlukcomplaints@axaxl.com

XL Catlin Services SE acts on our behalf in the administration of complaints.

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
E-mail: complaint.info@financial-ombudsman.org.uk

From within the United Kingdom
Telephone Number: 0800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone Number: 0300 1239 123 (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)20 7964 1000
Fax Number: +44(0)20 7964 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.financialombudsman.org.uk

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 XL Catlin Insurance Company UK 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 1.
For policies underwritten by XL Catlin and in the event that you wish to make a complaint you may contact us on:

Protectivity Insurance
Dovetail House
Wycombe Road
Stokenchurch
Bucks
HP14 3RQ

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 Department
XL Catlin Service SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG

Email:  axaxlukcomplaints@axaxl.com
Telephone: +44 (0)20 7743 8487
Website: www.axaxl.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) 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
For Policies bought prior 28/04/2021

If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact:

Protectivity are dedicated to providing a high-quality service and we want to ensure that we maintain this at all times. 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:
The Managing Director
SportsCover Direct
Dovetail House
Wycombe Road
Stokenchurch
Buckinghamshire, HP14 3RQ

If your complaint is not resolved to your satisfaction please contact Beazley Complaints:

Beazley Complaints
Beazley Group
Plantation Place South
60 Great Tower Street
London
EC3R 5AD

All correspondence should be addressed to the Beazley Complaints Manager.

Or by telephone: +44 (0)207667 0623
Or by email: beazley.complaints@beazley.com

In the event that you remain dissatisfied and wish to make a complaint, it may be possible in certain circumstances for you to refer the matter to the Complaints team at Lloyd’s.

Their address is:
Complaints
Lloyd’s
One Lime Street
London
EC3M 7HA

Tel No: 020 7327 5693
Fax No: 020 7327 5225
E-mail: complaints@lloyds.com www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.

For Policies bought on or after 28/04/2021

Protectivity are dedicated to providing a high-quality service and we want to ensure that we maintain this at all times. 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:
The Managing Director
SportsCover Direct
Dovetail House
Wycombe Road
Stokenchurch
Buckinghamshire
HP14 3RQ

If your complaint is not resolved to your satisfaction please contact MGAM Limited by email: complaints@mgamutual.com

If you remain dissatisfied after MGAM 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
In the event that you wish to make a complaint you may do so as follows:

Complaints regarding the sale of your policy
Please contact us at:
Protectivity
Dovetail House
Wycombe Road
Stokenchurch
Buckinghamshire, HP14 3RQ

Email: sales@protectivity.com
Phone: +44 (0)1494 887 909

Complaints regarding the terms and conditions of the policy, or the handling of a claim:
For policies sold since 11/11/20:
Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG

Tel: +44 (0)207 743 8487
Email: axaxlukcomplaints@axaxl.com

For policies sold prior to 11/11/20:
Customer Relations Department
UK General Insurance Limited
Cast House
Gibraltar Island Road
Leeds
LS10 1RJ

Tel: +44 (0)345 218 2685
Email: customerrelations@ukgeneral.co.uk

In all correspondence please state that your insurance is provided by UK General Insurance Limited and quote scheme reference 067688.

For all policies
If it has not been possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2 million and fewer than ten staff.

You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal at http://ec.europa.eu/consumers/odr/. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.
If you have any questions or concerns about this insurance or the handling of a claim you should follow the Complaints Procedure below:

Complaints regarding the sale of your policy
Please contact us at:
Protectivity
Dovetail House
Wycombe Road
Stokenchurch
Buckinghamshire
HP14 3RQ

Email: sales@protectivity.com
Phone: +44 (0)1494 887 909.

Complaints regarding claims
Please contact:
Direct Group Wedding Services
Customer Relations
PO Box 1193
Doncaster,
DN1 9PW

Tel: +44 (0)344 854 2072
Email: customerrelations@directgroup.co.uk

Complaints regarding UK liability claims
Please contact:
Langleys Solicitors LLP
Queens House
Micklegate
York
YO1 6WG

Tel: +44 (0)1904 686790
Email: ukg@langleysclaimsservices.com

Unresolved complaints
If your complaint about the sale of your policy or your liability claim cannot be resolved by the end of the third working day, your complaint will be passed to:

Customer Relations Department
UK General Insurance Limited
Cast House
Old Mill Business Park
Gibraltar Island Road
Leeds
LS10 1RJ

Tel: +44 (0)345 218 2685
Email: customerrelations@ukgeneral.co.uk

In all correspondence please state the scheme name Protectivity Wedding Insurance and quote scheme reference 06734A.

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than £2 million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: +44 (0)800 023 4 567 or +44 (0)300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal at http://ec.europa.eu/consumers/odr/. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.
If you feel dissatisfied about your insurance or the service you have received please notify us using our complaints procedure below and we will endeavour to resolve your problems as soon as possible.

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:

Protectivity Insurance
Dovetail House
Wycombe Rd
Stokenchurch
Buckinghamshire
HP14 3RQ

Email: contact@protectivity.com
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 Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG

Tel No: +44 (0) 207 743 8487
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

Further information on our policies

If you have any other questions regarding our policy, then feel free to get in touch with our friendly team on 01494 887909. Our phone lines are open 9am to 5:30pm, Monday to Friday.