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 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 “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

From outside the United Kingdom

Telephone Number: +44 (0)207 964 1000

The United Kingdom 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

Online Dispute Resolution Platform

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 UK Limited is the Financial Ombudsman Service, which can be contacted directly using the contact details above. For more information about ODR please visit the European Commission website.