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COMPLAINTS

Our Commitment to You

It is always our intention to provide you with the highest quality service. However, we appreciate that occasionally things can go wrong. When they do, four things matter most:

 

  • That you know who to complain to;

  • That you know how your complaint will be dealt with;

  • That you feel confident that we will take your complaint seriously;

and

  • That where appropriate, we will put things right quickly.

 

Complaints Procedure:

 

1. Where the Insurer named on your Policy Schedule is XL Catlin Insurance Company (UK) Ltd or XL Catlin Insurance Company SE

 

UK Complaints

Please address your complaint and any subsequent queries you may have in connection with the complaint to XL Catlin Services SE:

Contact details are as follows:

Complaints Manager

XL Catlin Services SE

20 Gracechurch Street

London

EC3V 0BG

United Kingdom

Telephone Number: +44 (0)20 7743 8487

Email:   axaxlukcomplaints@axaxl.com

 

You will receive a prompt acknowledgement of your complaint telling you who will be dealing with this. At this stage, we may need to ask you for further information.

Your complaint will be investigated promptly. If there is a delay in providing you with our response, we will advise you of this and indicate when we will be in further contact. If we are unable to give you our decision within eight weeks we will write to you again to tell you the reasons for the delay and when we expect to be able to provide this to you.

Our investigation of your complaint will take the form of gathering information from the relevant people and reviewing documentation which we hold and will be carried out by a person who was not directly involved in the matter giving rise to your complaint. Your complaint will be investigated thoroughly and fairly.

​​

On completion of our investigation into your complaint, we will write to you and provide you with a clear explanation of our findings and offering a fair and appropriate settlement, or taking appropriate action, if your complaint is upheld.

 

Where we have reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in a complaint, we will promptly forward the complaint, or the relevant part of it, in writing to that other respondent. We will inform you why the complaint has been forwarded, and of the other respondent’s contact details

 

If we are unable to provide you with a decision within eight weeks and you are not satisfied with the reasons for the delay, or you are unhappy with the final outcome of our investigation, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS), which is an independent resolution scheme. If this is the case, we will confirm this in our letter to you. We will give you the full name, address, and telephone number of the Financial Ombudsman Service and a leaflet entitled “Your complaint and the ombudsman”.

The FOS’s contact details are as follows:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone: +44 (0)300 123 9 123

Website: www.financial-ombudsman.org.uk

Irish Complaints

 

If you wish to make a complaint, you can do so at any time by referring the matter to:

 

Complaints Department

XL Catlin Services SE

8 St Stephens Green Dublin 2 D02 VK30

E-mail:  xlicsecomplaints@axaxl.com

Telephone Number: +353 (1) 607 5300

 

XL Catlin Services SE acts on behalf of XL Insurance Company SE in the administration of complaints.

 

Your complaint will be acknowledged, in writing, within 5 (five) business days of it being made. At this stage, we may need to ask you for further information.

Your complaint will be investigated promptly. If there is a delay in providing you with our response, we will advise you of this within 20 (twenty) business days and indicate when we will be in further contact. If we are unable to give you our decision within 40 (forty) business days we will write to you again to tell you the reasons for the delay and when we expect to be able to provide this to you.

 

Our investigation of your complaint will take the form of gathering information from the relevant people and reviewing documentation which we hold and will be carried out by a person who was not directly involved in the matter giving rise to your complaint. Your complaint will be investigated thoroughly and fairly.

 

On completion of our investigation into your complaint, we will write to you within 5 (five) business days and provide you with a clear explanation of our findings and offering a fair and appropriate settlement, or taking appropriate action, if your complaint is upheld.

 

Where we have reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in a complaint, we will promptly forward the complaint, or the relevant part of it, in writing to that other respondent. We will inform you why the complaint has been forwarded, and of the other respondent’s contact details.

 

If the Complainant remains dissatisfied after the Complaints Department has considered the complaint or a final decision has not been received within 40 (forty) business days, the Policyholder can refer the complaint to the Financial Services and Pensions Ombudsman at:

 

Financial Services and Pensions Ombudsman

Lincoln House

Lincoln Place

Dublin 2

D02 VH29

Telephone: +353 1 567 7000

Email:  info@fspo.ie

 

The European Commission also provides an online 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 Insurance Company SE is the Financial Services and Pensions Ombudsman, which can be contacted directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr

XL Insurance Company SE is a European public limited liability company and is regulated by the Central Bank of Ireland.

 

Registered Office: 8 St. Stephen’s Green, Dublin 2 D02 VK30, Ireland.

Registered in Ireland Number 641686.

 

You can check this information on the Central Bank of Ireland’s website at www.centralbank.ie, which includes a register of all the firms they regulate.

 

2. Where any other Insurer except Lloyds’ is named on your Policy Schedule:

 

Self-Build Zone is a trading name of Sennocke International Insurance Services Limited.

 

Please address your complaint and any subsequent queries you may have in connection with the complaint to the Managing Director.

 

Contact details are as follows:

 

The Managing Director

Sennocke International Insurance Services Limited

6 Pembroke Road

Sevenoaks

Kent

TN13 1XR

 

Telephone: 01732 742102

E-mail: complaints@sennocke.co.uk

 

You will receive a prompt acknowledgement of your complaint telling you who will be dealing with this. At this stage, we may need to ask you for further information.

Your complaint will be investigated promptly. If there is a delay in providing you with our response, we will advise you of this and indicate when we will be in further contact. If we are unable to give you our decision within eight weeks we will write to you again to tell you the reasons for the delay and when we expect to be able to provide this to you.

Our investigation of your complaint will take the form of gathering information from the relevant people and reviewing documentation which we hold and will be carried out by a person who was not directly involved in the matter giving rise to your complaint. Your complaint will be investigated thoroughly and fairly.

​​

On completion of our investigation into your complaint, we will write to you and provide you with a clear explanation of our findings and offering a fair and appropriate settlement, or taking appropriate action, if your complaint is upheld.

 

Where we have reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in a complaint, we will promptly forward the complaint, or the relevant part of it, in writing to that other respondent. We will inform you why the complaint has been forwarded, and of the other respondent’s contact details

 

If we are unable to provide you with a decision within eight weeks and you are not satisfied with the reasons for the delay, or you are unhappy with the final outcome of our investigation, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS), which is an independent resolution scheme. If this is the case, we will confirm this in our letter to you. We will give you the full name, address, and telephone number of the Financial Ombudsman Service and a leaflet entitled “Your complaint and the ombudsman”.

 

The FOS’s contact details are as follows:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone: +44 (0)300 123 9 123

Website: www.financial-ombudsman.org.uk

 

3. Where the Insurer named on your Policy Schedule is Lloyds’:

 

If your policy is insured at Lloyd’s, you are entitled to refer your complaint to Lloyd’s who will conduct a full investigation and provide you with a written final response. If you are not satisfied with our response or if you have not heard from us within 2 weeks. You should contact:

 

Complaints

Society of Lloyd’s

Fidentia House

Walter Burke Way

Chatham Maritime

Chatham

Kent

ME4 4RN

 

E-mail: complaints@lloyds.com

Telephone: +44 (0) 20 7327 5693

Fax: +44 (0) 20 7327 5225

Web: www.lloyds.com/complaints

 

If you are not happy with the response you get from Lloyd’s, you may be entitled to refer the matter to the FOS. Lloyd’s will send you a FOS leaflet with further information at the appropriate time.