Complaints – United Kingdom

To help us resolve your complaint, you should write to the complaints address shown below.

Please quote the policy number or claim number as appropriate in any correspondence.

 

If your policy was provided by Blagrove Underwriting Agency Ltd, please contact:

Complaints Handling, Blagrove Underwriting Agency Ltd, 34 Lime Street, London EC3M 7AT

Tel: +44 (0) 20 3533 4891

Email: info@blagrove.com

 

If your policy was provided by CPD/Broker Direct, please contact:

CPD/Broker Direct, Brokers Direct, 12 Harbour Square, Kip Village Marina, Inverkip PA16 0EG

Email: info@brokersdirect.co.uk

 

If your policy was provided by First Underwriting Ltd, please contact:

1 Aldgate, London EC3N 1RE

 

If your policy was provided by Inperio, please contact:

Inperio (London) Limited, Cannon Wharf, Pell Street, London SE8 5EN

Email: info@inperio.co.uk

 

If your policy was provided by Inspire Motor Ltd., please contact:

Inspire Claims, First Floor, 4 High Court, Leeds, LS2 7ES

Tel: +44 (0) 113 887 1435

Email: complaints@inspireclaims.com

 

If your policy was provided by Kitsune Associates Limited, please contact:

Kitsune Associates Ltd, Gateway House Tollgate, Chandlers Ford, Eastleigh SO53 3TG

Email: enquiries@kitsuneassociates.co.uk

 

If your policy was provided by Stabilis, please contact:

Stabilis MGA Ltd, Maxim 3, 2 Parklands Avenue, Eurocentral, Motherwell ML1 4WQ

Email: customerrelations@stabilismga.co.uk

 

If your policy was provided by Xpekt Limited, please contact:

Complaints Handler, Xpekt Ltd, Old Park Farm Business Centre, Ford End, Chelmsford, Essex CM3 1LN

Tel: +44 (0) 333 305 8110

Email: complaints@xpekt.co.uk

 

Complaints Timescale

We endeavour to resolve your complaint within 3 working days and will send you a letter summarising how we have resolved your complaint within 5 business days of your complaint.

If your complaint needs further investigation, we will send you an acknowledgement letter within 5 business days and give you the name of the person you should contact. We will have made a decision on your complaint within 8 weeks.

If, after making a complaint, you feel that the matter has not been resolved to your satisfaction, or we have not resolved your complaint within 40 business days, you may be able to complain to the Financial Ombudsman Service if you fall within these categories:

  • A consumer
  • A micro-enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million
  • A charity which has an annual income of less than £1 million at the time the complaint is made
  • A trustee of a trust which has a net asset value of less than £1 million at the time the complaint is made
  • A person acting for purposes which are outside that person’s trade, business or profession.

 

Financial Ombudsman Service (FOS)

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Website: www.financial-ombudsman.org.uk

Telephone: +44 (0) 8000 234567 or +44 (0) 300 123 9123

Online sales: European Online Dispute Resolution (EU ODR)

Website: http://ec.europa.eu/odr

You may also be able to refer your complaint to: Office of the Arbiter for Financial Services, 1st Floor St Calcedonius Square, Floriana FRN 1530 Malta, telephone (+356) 212 49245

If you are not satisfied with our final response or we have not responded within 15 working days. You will have to pay €25.00 at the time of making your complaint to the Arbiter to use this service.

About the Office of the Arbiter for Financial Services

The Office of the Arbiter for Financial Services considers that a “complaint” refers to a statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or the service he/she has been provided with. The term “person” does not specify that this is limited to individuals and therefore any policyholder, insured person, beneficiary and injured third party (irrespective of the country of residence or where the risk in situated) is eligible to make a complaint.

For more information on the Office of the Arbiter for Financial Services and its complaints process, please visit https://financialarbiter.org.mt/en/Pages/Home.aspx

The complaints procedure is without prejudice to your rights to take legal proceedings.

Financial Services Compensation Scheme

The Financial Services Compensation Scheme covers this policy. You may be entitled to compensation from the Scheme if we are unable to meet our obligations under this contract. Entitlement to compensation under the Scheme depends on the type of business and circumstances of the claim.

Further information about compensation scheme arrangements is available from the Financial Services Compensation Scheme 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU or from their website (www.fscs.org.uk).