Complaints Handling Procedure

If you wish to make a complaint about Sportscover or Active Underwriting Specialists Ltd in relation to our service or products or for any other reason, you may refer your complaint electronically, in writing or over the phone to the Compliance Officer for review.

Compliance Officer
ActiveRisk Group Ltd
2nd Floor 153 Fenchurch St
London
EC3M 6BB

Tel: +44 (0)20 7283 8444
Email: complaints@active-risk.com

We will acknowledge your complaint in a timely manner and begin our investigations. We will review the circumstances of your complaint, after 28 days, the Compliance Officer will advise when they anticipate being able to offer you a final decision and why they are unable to do so at that stage.

ActiveRisk Group aims to conclude the majority of complaints received within 8 weeks in accordance with the FCA DISP Handbook. Therefore, we will provide you with our final decision within a further 28 days or a suitable additional timeframe for providing a final response. If you remain dissatisfied after we have considered your complaint you may have the right to refer your complaint to the Financial Ombudsman Service, as described below.

If you are insured with a Lloyds syndicate, the Compliance Officer will respond to you within 14 days to give you our final decision. If you are not satisfied with the response or have not received a response from us within 14 days, you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and provide you with a written final response.  If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:

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

E-mail: complaints@lloyds.com
Phone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Web: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “HOW WE WILL HANDLE YOUR COMPLAINT” available at www.lloyds.com/complaints and are also available from the above address.

If you remain dissatisfied after either, Sportscover, or Lloyd’s respectfully, have considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. Please remember that you will have to refer your complaint to the Financial Ombudsman Service within 6 months of receiving the relevant final response. The Financial Ombudsman Service may be contacted at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

E-mail: complaint.info@financial-ombudsman.org.uk
Phone: For UK callers: 0800 023 4567 (free phone), or 0300 123 9123 (charges apply)
Phone: For callers from abroad: +44 (0)20 7964 0500 (charges apply)
Web: www.financial-ombudsman.org.uk

Only eligible complainants can refer complaints to the Financial Ombudsman Service. Eligible complainants are defined within the FCA Dispute Resolution Rules as follows,

Policyholders who are either:

  • individuals acting for purposes outside their trade, business, or profession;
  • micro-enterprises (which are smaller businesses that have a turnover or annual balance sheet of not more than €2m and fewer than ten employees);
  • small business (which are not a micro-enterprise, has an annual turnover of less than £6.5m; and employs fewer than fifty employees or has a balance sheet of less than £5m);
  • a charity with less than £6.5m annual income;
  • a trustee of a trust with net asset value of less than £5m;
  • professional clients and eligible counterparties, where the person is an individual acting for purposes outside his trade, business, craft, or profession;
  • a guarantor.

Non-eligible complainants still are able to complain to Sportscover, but they will not be able to benefit from access to the Financial Ombudsman Service.