Complaints

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
     

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 the Insurer named on your Policy Schedule is Lloyds’:

Who to Complain To:

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

 

How Your Complaint Will Be Dealt With:

  1. 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.

  2. 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 two 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.

  3. 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.

  4. In assessing your complaint, we will consider this in light of similarities with other complaints we may have received, and relevant guidance published by the FCA, other relevant regulators, and the Financial Ombudsman Service or former schemes.

  5. 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.

  6. 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 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:

 

Service Manager

Complaints team

Lloyd’s Insurance Company S.A.

Bastion Tower

Marsveldplein 5

1050 Brussels Belgium

 

Tel: +32 (0)2 227 39 40

 

E-mail: LloydsEurope.Complaints@lloyds.com

 

ONLINE DISPUTE RESOLUTION PLATFORM

The European Commission has established an Online Dispute Resolution Platform (ODR Platform) https://ec.europa.eu/consumers/odr that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase. The ODR platform will refer your complaint to the Financial Ombudsman Service which will pass it on to us.