Complaints Procedure
CONSUMER COMPLAINTS PROCEDURE
What to do if you have a Complaint
We are dedicated to providing a high quality service and we want to ensure that we maintain this standard at all times in our dealings with our customers.
If you have any customer services queries or concerns about the cover provided by your policy or the handling of a claim, please contact Carriagehouse Insurance in the first instance.
For Horse & Carriage, Horse & Pony, Commercial Carriage Drivers liability, Rider and Driver Policies and ywish to make a complaint you can do so at any time by referring the matter to:
| Complaints Manager | Lorraine Mullins |
| Convex Insurance UK Ltd | |
| 52-54 Lime Street | |
| London | |
| EC3M 7AG | |
| tel: | +44 (0)7919 603210 |
| E-mail: | lorraine@convexin.com |
If You remain dissatisfied after the Complaints Manager has considered Your complaint, or You have not received a final decision within eight (8) weeks, You can refer Your complaint to the Financial Ombudsman Service at:
| Exchange Tower | ||
| London | ||
| E14 9SR | ||
| From within the United Kingdom | ||
| Telephone Number: | 0800 0234 567 | (free for people phoning from a “fixed line”, for example, a landline at home) |
| Telephone Number: | 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 Number: | +44(0)20 7964 1001 |
The Financial Ombudsman Service can look into most complaints from consumers and small businesses. For more information contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk
FINANCIAL SERVICES COMPENSATION SCHEME
Catlin Insurance Company (UK) Ltd. is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if the Insurer is unable to meet its obligations to you under this Policy. If you were entitled to compensation under the Scheme, the level and extent of the compensation would depend on the nature of this Policy. Further Information about the Scheme is available from the Financial Services Compensation Scheme (10th floor, Beaufort House, 15 St. Botolph Street, London EC3A 7QU) and on their website:
FINANCIAL SERVICES REGISTER
Carriagehouse (UK) Limited trading as Carriagehouse Insurance (Registration Number 592646) is authorised and regulated by the Financial Conduct Authority.
Catlin Insurance Company (UK) Ltd. (Registered Number 423308) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The registered office of Catlin Insurance Company (UK) Ltd is 20 Gracechurch Street, London, EC3V 0BG (Company Number 5328622).
Further details can be found on the Financial Services Register at www.fca.org.uk.
For policies purchase online, you can also use the European Online Dispute Resolution Platform which is an online interactive portal linking EU customers with national ADR providers (for the UK this is the Financial Ombudsman Service).
You can access this portal at:
hhtp://ec.europa.eu/consumers/odr/
Testimonials
Thankyou so much for getting this claim sorted so quickly!! Excellent customer service and genuinely helpful in a very stressful time
Holly, Suffolk
thank you for an excellent service regarding this claim.
Mrs B, Bucks
“I am sorry I was so upset on the phone but you were very understanding and professional on the phone, which I very much appreciate right now. Thank you for your prompt assistance.”
Sue A
“Many thanks for your email (confirming settlement). May I just say that I found your claim process very efficient.”
Emma J
“I am happy for Mrs X to take over Ella’s policy. I am glad that she is coming to you for insurance, I did recommend your services as you have been outstanding. I will certainly be coming back to you when Ella returns from loan.”
Debby
“Sadly we have decided to retire and no longer need our policies but thank you for your assistance during the last 10 years and we will have no difficulty in recommending you to anyone.”
Bill H
“I look forward to continuing my insurance with Carriagehouse, whom in the past I have always found to be very efficient and competitive in their quotes.”
Mrs L C
“Brilliant thank you. You might be please to know that my friend was very impressed with your customer service , which I was very pleased about as I had recommended you!”
Mrs T
“I came to Carriagehouse as a result of a recommendation from a friend and I am so glad as from start to finish I have received prompt, efficient and sympathetic service.”
Mrs F M
“Many thanks for your support throughout this claim. It’s what sets Carriagehouse apart from the rest.”
SB
“Wow that was super quick (following claim settlement). Thanks Carriagehouse that’s great!”
Mrs N P
“I just wanted to thank you for your very prompt attention to my recent claim,. I sent my claim form off and was delighted to receive a cheque by return of post. Many thanks.”
Sandra B
“Thank you for your cheque in settlement of my claim. Can I also thank you for your efficient and sympathetic handling of my claim. As you imagine I was devastated to loose my horse especially so suddenly.”
Jules T
“I chose your company to insure my horse with because you are horsey people yourselves so know what we horse owners go through. If I ever have an opportunity to own another horse again, I will becoming back to your company. “
KA
“I have insured my dressage horses with Carriagehouse for many years and have been completely happy with the treatment I have received. I have found them approachable to talk to and very fair and efficient when a problem arises.”
Julie Hugo – Dressage Rider and Trainer
“Having had policies with a number of companies over the years, Carriage House is the only one in my experience that truly cares about the welfare of my horses.”
Rachel M,
“Carriagehouse have been fantastic. They settle the invoices promptly. They are always ready to give advice over the telephone and I would certainly recommend them to a friend.”
S, Plumb
“I would always recommend Carriagehouse when insuring a horse.”
Ann P.