Complaints Procedures

IMPORTANT NOTICE:

We use various insurers for products we sell. Please use the table on this page to locate the correct procedure for you to follow in order to make a complaint.

All complaints procedures will start the same, you must contact us with your complaint in order to start the process:

Sportsguard on behalf of The Admin Bureau Ltd
Address: One Overstone Heights, Overstone Road, Sywell, Northamptonshire, NN6 0AT
Telephone: 01604 644277
Fax: 01604 644661
E-mail: feedback@sportsguard.co.uk

If you are still unsatisfied we will give you the correct contact point to escalate the issue.

Sports Personal Accident Complaints Procedure

If the insured club or team or the insured person has any questions or concerns about or are dissatisfied with this certificate, the servicing of it or the handling of a claim (or claims) under it, they should, in the first instance contact:

Sportsguard on behalf of The Admin Bureau Ltd
Address: One Overstone Heights, Overstone Road, Sywell, Northamptonshire, NN6 0AT
Telephone: 01604 644277
Fax: 01604 644661
E-mail: feedback@sportsguard.co.uk

Stating the nature of their enquiry along with the certificate number as shown in the Schedule of Insurance and, if applicable, claim(s) references.

In the event that the insured club or team or the insured person still remain dissatisfied they can refer the matter to us by contacting:

The Complaints Team
Tokio Marine Kiln
Address: 20, Fenchurch Street, London EC3M 3BY
Telephone: +44 (0) 20 7886 9000
E-mail: complaints@tokiomarinekiln.com

If the insured club or team or the insured person is not satisfied with our response, they may refer to Lloyd’s by contacting:

The Complaints Team
Lloyd’s
Address: One Lime Street, London EC3M 7HA
Telephone: +44 (0) 7327 5693
E-mail: complaints@lloyds.com
Facsimile: +44 (0) 7327 5225
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints’ procedures are set out in a leaflet “Your Complaint – How Can We Help” available at www.lloyds.com/complaints.

If the insured club or team or the insured person remains dissatisfied after all the above, they may be able to refer the complaint to the United Kingdom’s Financial Ombudsman Service (FOS) by contacting:

The FOS
Address: Exchange Tower, London E14 9SR
Telephone: 0800 0234 567 (calls are free from fixed lines in the United Kingdom), or 0300 1239 123
E-mail: complaint.info@financial-ombudsman.org.uk

Making a complaint does not affect the rights of the insured club or team or the insured person to take legal action. However, the FOS will not adjudicate on any cases where litigation has commenced.

If the insured club or team has purchased this insurance online the insured club or team or the insured person can also make a complaint through the European Union’s online dispute resolution (ODR) platform. The website for the ODR platform is: http://ec.europa.eu/odr.