COMPLAINTS – LEISURE


 

Leisure

Your Insurer’s aim is to provide You with a high quality service at all times, although they do appreciate that there may be instances where You feel it is necessary to lodge a complaint.
If You do wish to complain, please note the 3 steps below, along with the relevant contact details for each step.

Step 1:
If Your complaint refers to the handling of a claim You have submitted under Your Policy, please contact:
Leisure Claims Team Davies Group
BOX 2801
Stoke on Trent
ST4 9DN
Telephone: 0330 123 0821
Email: leisure.newclaims@davies-group.com

For all other complaints, please contact:
Your Insurance Adviser or
KGM Underwriting Services Limited 2 Birch Court,
Blackpole East,
Blackpole Road
Worcester
WR3 8SG
Tel: 0345 456 57 58
Email: leisure@kgmus.co.uk

Step 2:
Should You remain dissatisfied with the outcome of Your complaint from either Leisure Claims Team or Your Insurance Adviser Your legal rights are not affected, and You may refer Your complaint to Lloyd’s. Details of Lloyd’s complaints procedure are set out in a leaflet “Your Complaint – How We Can Help”, which is available at www.lloyds.com/complaints. Alternatively, You may ask Lloyd’s for a hard copy.
Complaints Department, Lloyd’s,
One Lime Street
London EC3M 7HA
Telephone: +44 (0)20 7327 5693
Fax: 020 7327 5225
Email: complaints@lloyds.com Website: www.lloyds.com/complaints

Step 3:
If You still remain dissatisfied after Lloyd’s has considered Your complaint, You may have the right to refer Your complaint to the Financial Ombudsman Service. Contact information is below.
The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

This does not affect Your right to take legal action if necessary.

Alternatively, if You purchased Your insurance online please note that You can, if You wish, also submit Your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform by following this link: http://ec.europa.eu/consumers/odr/
This does not affect Your right to submit Your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect Your complaint to the Financial Ombudsman Service detailed above.

Financial Services Compensation Scheme (FSCS)
As Your Insurers are members of the Financial Services Compensation Scheme (FSCS), You may be entitled to compensation under the scheme if Your Insurers are unable to meet their obligations under this contract. If You are entitled to compensation under the scheme, how much compensation You would receive would depend on the nature of this contract. You can get more information about the scheme from the Financial Services Compensation Scheme (10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU) and on their website at www.fscs.org.uk
Financial Ombudsman Service Exchange Tower
London
E14 9SR
Telephone: 0800 0234 567 (Calls to this number are now free from “fixed lines” in the UK).
Telephone: 0300 1239 123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
Email: complaint.info@financial-ombudsman.org.uk
 

EU Holiday Home Only

Your Insurer’s aim is to provide You with a high quality service at all times, although they do appreciate that there may be instances where You feel it is necessary to lodge a complaint.
If You do wish to complain, please note the 3 steps below, along with the relevant contact details for each step.

Step 1:
If Your complaint refers to the handling of a claim You have submitted under Your Policy, please contact:
Leisure Claims Team
Davies Group, 10B Beckett Way,
Park West Business Park,
Dublin 12
Telephone: +353 1 6238444
Email: NewClaimsIreland@davies-group.com

For all other complaints, please contact:
Your Insurance Adviser or
KGM Underwriting Services Limited 2 Birch Court,
Blackpole East,
Blackpole Road
Worcester
WR3 8SG
Tel: 0345 456 57 58
Email: leisure@kgmus.co.uk

Step 2:
If You still remain dissatisfied after Lloyd’s has considered Your complaint, You may have the right to refer Your complaint to the Financial Ombudsman Service. Contact information is below.

The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

This does not affect Your right to take legal action if necessary.

Alternatively, if You purchased Your insurance online please note that You can, if You wish, also submit Your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform by following this link: http://ec.europa.eu/consumers/odr/

This does not affect Your right to submit Your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect Your complaint to the Financial Ombudsman Service detailed above.

Financial Services Compensation Scheme (FSCS)
As Your Insurers are members of the Financial Services Compensation Scheme (FSCS), You may be entitled to compensation under the scheme if Your Insurers are unable to meet their obligations under this contract. If You are entitled to compensation under the scheme, how much compensation You would receive would depend on the nature of this contract. You can get more information about the scheme from the Financial Services Compensation Scheme (10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU) and on their website at www.fscs.org.uk
Financial Ombudsman Service Exchange Tower
London
E14 9SR
Telephone: 0800 0234 567 (Calls to this number are now free from “fixed lines” in the UK).
Telephone: 0300 1239 123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
Email: complaint.info@financial-ombudsman.org.uk