Complaints Procedure

COMPLAINTS PROCEDURE

Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.  At all times we are committed to providing you with the highest standard of service.

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

Compliance Department,
Worldwide Hole ‘N One Limited,
Second Floor,
3 Kinsbourne Court,
96-100 Luton Road,
Harpenden,
AL5 3BL
UNITED KINGDOM

Tel: +44(0)1727 843686

In the event that you remain dissatisfied, it may be possible in certain circumstances for you to refer the matter to the Complaints team at Lloyd’s.  The address of the Complaints team at Lloyd’s is:

Complaints, Lloyd’s,
Fidentia House,
Walter Burke Way,
Chatham Maritime,
Chatham,
Kent,
ME4 4RN
United Kingdom

Tel No: 020 7327 5693
Fax No: 020 7327 5225
e-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints

Should your complaint be in relation to a decision outside of the control of Worldwide Hole ‘N One Limited or any other matter we will acknowledge receipt and advise you, which company and/or underwriter will be dealing with your complaint and when you can expect to receive a further response.

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 the above address.

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The contact details for the FOS are: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.  Telephone  0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (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

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

Making a complaint does not affect your right to take legal action.

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