Complaints

We aim to provide you with a high level of service at all times, however if you have any questions or concerns about this insurance or the handling of a claim, please contact us to discuss:

DeNovo Underwriting Agencies Limited
Quay View
Admirals Court
Quay Road
Lymington
Hampshire, SO41 3ET

Email: jd@denovo-group.com
Telephone: +44 (0) 1590 670055
Fax: +44 (0) 1590 670155

In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Complaints Manager at XL Catlin Underwriting Agencies Limited. The address is:

Complaints Manager
XL Catlin Underwriting Agencies Limited
20 Gracechurch Street
London
EC3V 0BG

Email: xlcatlinukcomplaints@xlcatlin.com
Telephone: +44 (0) 20 7743 8487

If you remain dissatisfied after XL Catlin has considered your complaint, you may refer your complaint to Lloyd's. Details of Lloyd's complaints procedures are set out in a leaflet "Your Complaint - How We Can Help" available at www.lloyds.com/complaints and are also available from XL Catlin at the above address or from Lloyd's at:

Lloyds' Complaints
One Lime Street
London
EC3M 7HA

If you remain dissatisfied after Lloyd's has considered your complaint, or you have not received a decision by the time XL Catlin and Lloyd's have taken 8 weeks overall to consider the complaint you may refer the complaint to The Financial Ombudsman Service at:

Exchange Tower
London
E14 9SR
United Kingdom

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

From within the United Kingdom:
Telephone: 0800 0234 567 (free for people phoning from a “fixed line”, for example, a landline at home)
Telephone: 0300 1239 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)

From outside the United Kingdom:
Telephone: +44 (0) 20 7964 1000
Fax: +44 (0) 20 7964 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.

Non Related Complaints

If we receive a complaint which does not relate to the Insurance Product or the Insurance Activity related service that we have provided or should more appropriately be referred to a different Company or Organisation, we will advise you in writing within 5 business days of receipt of the complaint, and where possible, provide details as to whom the complaint should be re-directed.