COMPLAINTS

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.

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
Dovetail House
Wycombe Rd
Stokenchurch
HP14 3RQ

Email: contact@sportscover.co.uk

Telephone: +44 (0) 1494 484800

If you wish to make a complaint relating a service provided by our staff or information provided to you prior or after purchase, you can do so using the above contact details. As we do not handle claims internally, complaints relating to the handling of a claim should be referred to the underwriters who appoint the claims handlers. Their contact details are as follows:

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

Complaints Leaflet: Click here

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 UK landline or mobile phone)

Telephone: 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)

From outside the United Kingdom

Telephone Number: +44 (0)207 964 0500

Text number: 07860 027 586 Call Back Service
(18002) 020 7964 1000 Calls using Relay UK

Website: www.financial-ombudsman.org.uk

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 complaints handling can be found here.

We are covered by the Financial Services Compensation Scheme (FSCS).

You may be entitled to compensation if we are unable to meet our obligations under this contract of insurance.

The amount of compensation available will depend on the type of insurance and the circumstances of the claim.

Further information is available from the FSCS: www.fscs.org.uk