We are dedicated to providing a high quality service and we want to maintain this at all times. If you feel that we have not offered a first class service or if you have any questions or concerns about this policy or the handling of a claim you should, in the first instance Click Here to see how Eversure handles complaints.
If you are unable to resolve the situation and wish to make a complaint, you can do so at any time by referring the matter to:
Catlin Insurance Company (UK) Ltd.
20 Gracechurch Street,
Tel No: 020 7743 8487
If you remain dissatisfied after the Complaints Manager has considered your complaint, or you have not received a final decision within 8 weeks, you can refer your complaint to the Financial Ombudsman Service at:
Tel No: 0800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Tel No: 0300 1239 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)
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
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if we are unable to meet our obligations under this insurance policy. If you were entitled to compensation under the scheme, the level and extent of the compensation would depend on the nature of this policy. Further information about the scheme is available from the Financial Services Compensation Scheme (10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU) and on their website: www.fscs.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 Catlin Insurance Company (UK) Ltd 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.