Complaints

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)1494 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, in the first instance please check your Policy Wording to see who the underwriter was at the date of purchase.

For policies purchased from 6th October 2022 this will either be Peach Pi, or AXA XL.

For policies underwritten by Peach Pi, you can make a complaint at any time by referring the matter to:

Peach Pi, 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: enquiries@peachpi.co.uk

For policies purchased up to 5th October 2022, or after that date if underwritten by AXA XL, please contact:

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

Telephone Number: +44 (0)20 7743 8487
Email:  axaxlukcomplaints@axaxl.com

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

If you are not satisfied with our response, or how we dealt with your complaint, or we have not responded within 8 weeks, you can refer your complaint to the Financial Ombudsman Service by using the details below:

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
Text Number: 07860 027 586 Call Back Service

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

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

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 Complaints Manager
Protectivity
Dovetail House
Wycombe Road
Stokenchurch
Buckinghamshire
HP14 3RQ

For Policies bought on or after 28/04/2021 up to January 2023, when underwritten by MGAM / Convex.

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

For Policies bought on or after January 2023 when under written by Peach Pi.

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

Peach Pi
Insurance Service Centre
Mallinson House
38-42 St Peters Street
St Albans,
Herts
AL1 3NP

Telephone Number: +44 (0)330 3141592

If you remain dissatisfied after MGAM or 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

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 https://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 https://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

For all sections of the policy, 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 underwriters. For all sections of the policy except for the additional Legal Expenses section, complaints should be referred to XL Catlin. XL Catlin will investigate the matter and provide a final response. XL Catlin's 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

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 and provide a final response. Their contact details are as follows:

Financial and Legal Insurance Company Limited
No.1 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GW

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