HOW TO MAKE A COMPLAINT

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.

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If you have any questions or concerns about your policy or the handling of your claim you should, in the first instance, contact:

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Peliwica Limited
30 Victoria Avenue,
Harrogate,
HG1 5PR
T: 01423 593335
Email: complaints@peliwica.com

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Or, if you are not satisfied with the response you receive you can also contact the 

following organisations below;

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FOR EQUINE POLICIES TAKEN OUT PRIOR TO 31ST MARCH 2020 PLEASE CONTACT;

The Complaints Manager Tokio Marine Kiln Group Limited

20 Fenchurch Street London,

EC3M 3BY United Kingdom

T: +44 (0)20 7886 9000

Email: complaints@tokiomarinekiln.com

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FOR EQUINE POLICIES TAKEN OUT AFTER 1ST APRIL 2020 PLEASE CONTACT;

The address of the AXA XL Complaints Manager is:

Complaints Manager

XL Catlin Syndicate 2003

20 Gracechurch Street

London EC3V 0BG

United Kingdom

Email: axaxlukcomplaints@axaxl.com

Telephone Number: +44 (0) 20 7743 8487

The address of the Complaints team at Lloyd’s is:

Lloyds Complaints Team

Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

Telephone: +44 (0) 20 7327 5693

Fax: +44 (0) 20 7327 5225

E-mail:             complaints@lloyds.com

Website: www.lloyds.com/complaints

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.

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Complaints that cannot be resolved by the Complaints Manager or the Complaints team may in certain circumstances be referred to the Financial Ombudsman Service at:

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

United Kingdom

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

FOS web address: http://www.financial-ombudsman.org.uk/

From within the United Kingdom

Telephone Number:

0800 0234 567 (free for people phoning from a "fixed line", for example, a landline at home)

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 Number: +44 (0) 20 7964 1000

Fax: +44 (0) 20 7964 1001

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