For all policies purchased after 1st September 2016

OUR CUSTOMER CARE POLICY


This insurance is underwritten and administered on behalf of Ascot Underwriting Limited for and on behalf of Syndicate 1414 at Lloyd’s [“Ascot Underwriting Ltd”] by InEvexco Limited. If You have a query on this insurance You should contact:

InEvexco Limited
39 Kings Hill Avenue
Kings Hill
West Malling
Kent
ME19 4SD

Phone: 0345 605 8670
Email: info@professionalbeautydirect.co.uk

If, however, You have a query in relation to a claim or you need to make a claim, contact:

Woodgate and Clarke
The Red House, King Street
West Malling
ME19 6QT

Phone: 01732 520270
Email: claim@woodgate-clark.co.uk


How to make a complaint

Complaints to Us

We are committed to treating Our customers fairly. However, We realise that there may be times when things go wrong. If this happens, please use the most suitable contact from the following list. Please tell Us Your name and Your claim number or policy number and the reason for Your complaint.

We may record phone calls.

For complaints about claims, contact the Claims Director at:

Woodgate and Clarke
The Red House, King Street
West Malling
ME19 6QT


Phone: 01732 520270
Email: complaintsdept@woodgate-clark.co.uk

For complaints about Your policy, contact InEvexco Limited at:

InEvexco Limited
39 Kings Hill Avenue
Kings Hill
West Malling
Kent
ME19 4SD

Phone: 0345 605 8670
Email: info@professionalbeautydirect.co.uk

Calls to 0345 numbers will cost no more than calls to 01 or 02 numbers in the UK. Calls from mobile phones may cost more. Other network charges will vary.

Complaints to Lloyd's

If You remain dissatisfied and wish to make a complaint, You can do so at any time by referring the matter to the Complaints Team at Lloyd’s.

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

Complaints, Lloyd's, One Lime Street, London EC3M 7HA
Tel: 020 7327 5693 Fax: 020 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.

Complaints to the Financial Ombudsman Service

If You remain dissatisfied after Lloyd’s has considered Your complaint, You may have the right to refer Your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

Its address is:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

Phone: 08000 234 567 if calling from a landline or 0300 123 9123 if calling from a mobile

You can visit the Financial Ombudsman Service website at www.fos.org.uk

The ombudsman’s service is available to personal policyholders. Their service is also open to charities, trustees and small businesses with income or assets within defined limits. You can get more information from Us or the ombudsman.

If You take any of the action mentioned above, it will not affect Your right to take legal action.

If You have purchased Your policy online You can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is: http://ec.europa.eu/odr

For all policies purchased before 1st September 2016

Claims and Complaints

Claim Procedure Your Actions Whenever anything occurs which might give rise to a claim under this Policy YOU must
(a) immediately notify US by e-mail at claims@professionalbeautydirect.co.uk or by telephone on 0345 605 8670 but no later than
(i)7 days after the date of loss for any claim in respect of riot civil commotion strikers or locked out workers (ii)7 days after the date of loss for any claim in respect of hired equipment (iii)30 days after the date of loss for any other loss and provide such written information or details as may be required
(b)immediately notify the Police of any loss or damage by theft or malicious persons (c)do and permit to be done all things reasonably practicable to minimise the loss or damage or to minimise or check any interruption of or interference with the Trade or Business or to avoid or diminish the loss (d)send to US immediately on receipt and unacknowledged every letter claim writ summons or process relating to a claim (e)not admit liability to any party
Co-Operation YOU must provide all help assistance and co-operation required by US in connection with any claim
Our Rights WE having been advised of a claim under this Policy will be entitled to
(a)undertake in YOUR name the defence control or settlement of any claim and for its own benefit take proceedings in YOUR name for the purpose of mitigating the loss or of enforcing any rights or remedies or of obtaining relief or indemnity from other parties whether prior to or after payment of any claim has been made (b) pay YOU in settlement of its liability for all claims arising out of any one occurrence or series of occurrences attributable to one original cause either
(i)the Limit of Indemnity or Sum Insured of the appropriate Section or (ii)such lesser amount for which the claim or claims may be settled
WE will only provide indemnity for costs fees or expenses incurred up to the date of such payment less any amount already paid
Repayment of Excess YOU will repay to US the amount of any EXCESS for which WE have made payment
Complaint Procedure At InEvexco Ltd we are proud of our reputation for high quality and excellent service. If, on any occasion our service falls below the standard you expect, you should communicate directly in writing to Mark Clayton, Managing Director, at 26 Kings Hill Avenue, Kings Hill, West Malling, Kent or telephone 01732 424287. It is the company’s policy to acknowledge your complaint within five business days and provide you with a written response within twenty business days.
If following our investigation you are unhappy with our response and you are a private customer or a business with a turnover of less than €2,000,000, you may have the right to refer the matter to the Financial Ombudsman Service. Our full complaints procedure is available on request.

© Professional Beauty Direct is a trading name of InEvexco Ltd, 2017. All Rights Reserved. Privacy Policy. Refund Policy.
Registered in England and Wales No. 7770177 at 39 Kings Hill Avenue, Kings Hill, West Malling, Kent, ME19 4SD,
Office Address: 39 Kings Hill Avenue, Kings Hill, West Malling, Kent, ME19 4SD. Tel: 0345 605 8670. Email: info@professionalbeautydirect.co.uk.
InEvexco Limited is authorised and regulated by the FCA, registered number 579079. The Financial Conduct Authority's Register can be accessed through www.fca.org.uk
For information regarding the handling of complaints please see our Policy Wording, Terms of Business document or visit www.financial-ombudsman.org.uk