For all Professional Beauty Direct policies purchased after 1st April 2019

OUR CUSTOMER CARE POLICY


This insurance is underwritten and administered on behalf of AXA Insurance UK plc 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, You have a query in relation to a claim or you need to make a claim, contact:

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

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

Your policy provides several claims services with helpline numbers which you may find useful:

Glass Replacement Service is 0300 303 2944*
A quick and efficient service available 365 days a year.
*The Glass replacement service is provided by an AXA approved glazing and locks provider.
Telephone calls may be monitored and recorded.

Emergency Helpline is 0330 024 5346**
Our 24 hour emergency helpline. Please quote AXA Commercial when you call.
We will provide details of reputable contractors who will be able to help.
Calling the helpline does not constitute notification of an insurance claim.
You will have to pay for any call out charges, parts and cost of labour.

If connected to a potential claim please follow the Claims Notification Condition and Claims Procedures Condition first
**The emergency assistance helpline is provided on behalf of Arc Legal Assistance Ltd by AXA Assistance UK.
Arc Legal Assistance make no additional charge for providing these services.
Arc Legal Assistance Ltd is authorised and regulated by the Financial Conduct Authority.
Their Firm Reference Number is 305958.
Telephone calls may be monitored and recorded.


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 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.

If you need to make a complaint about a claim
Please contact InEvexco Limited in the first instance so that we can determine who is best placed to deal with your complaint. If we cannot resolve your complaint ourselves your complaint may be passed directly to AXA Insurance plc to progress.

AXA Insurance plc and InEvexco Limited aim to provide the highest standard of service to every customer. If Our service does not meet Your expectations, We want to hear about it so We can try to put things right.

All complaints We receive are taken seriously. Following the steps below will help Us understand Your concerns and give You a fair response.

When You make contact please tell Us the following information:

  • Name, Address and postcode, telephone number and email address (if You have one)
  • Your policy and/or claim number and the type of policy You hold
  • The name of Your Insurance agent/firm
  • The reason for Your complaint


Any written correspondence should be headed “COMPLAINT” and You may include copies of supporting material.

Complaints to the Financial Ombudsman Service

Should you remain dissatisfied following Our final written response You may be eligible to refer Your case to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent body that arbitrates complaints about general insurance products. The FOS can only consider Your complaint if We have given You Our final decision. You have six months from the date of Our final response to refer Your complaint to the FOS. This does not affect Your right to take legal action.

Its address is:

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

Phone: 08000 234 567 if calling from a landline or 0300 123 9123 if calling from a mobile
Email: complaint.info@financialombudsman.org.uk

You can visit the Financial Ombudsman Service website at www.financial-ombudsman.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 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

Our promise to You
We will

  • Acknowledge written complaints promptly
  • Investigate Your complaint quickly and thoroughly
  • Keep You informed of progress of Your complaint
  • Do everything possible to resolve your complaint
  • Learn from Our mistakes
  • Use the information from complaints to continuously improve Our service

Telephone calls may be recorded and monitored

For All Professional Spas Direct Policies

This insurance is underwritten and administered on behalf of Axiom Underwriting Agency Ltd on behalf of Arch Insurance (Europe) Ltd under binding authority reference 031437 or replacement thereof 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, You have a query in relation to a claim or you need to make a claim, contact:

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

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

How to make a complaint

Complaints to Us

If you have a complaint about the policy wording or a claim (unless relating to Business Legal Expenses) please contact

The Complaints Officer
Arch Insurance Company (Europe) Ltd
6th Floor
Plantation Place South
60 Great Tower Street
London
EC3R 5AZ
Telephone 0207 621 4500.

For complaints about the Business Legal Expenses wording or a claim (Section 5), please refer to the Business Legal Expenses Section.

If unable to resolve the complaint to Your satisfaction then You may also have the right to refer Your complaint to:

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

Phone 08000 234 567
Email: complaint.info@financial-ombudsman.org.uk
Further information is available from them and on www.financial-ombudsman.org.uk

Your rights as a customer to take legal action are not affected by the existence or use of the complaints procedure mentioned above. However the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced.

Financial Conduct Authority (FCA)
The Financial Services register can be checked by visiting their website on www.fca.org.uk/register or by calling 0800 111 6768

Financial Services Compensation Scheme (FSCS)
Arch Insurance Company (Europe) Limited are covered by the FSCS. This means that You may be entitled to compensation from the scheme in the unlikely event you’re your Insurer cannot meet its obligations. Further details can be obtained from FSCS, 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU Tel: 0207 741 4100 Fax: 0207 741 4101 or www.fscs.org.uk

For all Professional Beauty Direct policies purchased between 1st September 2016 and 31st March 2019

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

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

Phone: 0345 605 8670
Email: info@professionalbeautydirect.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 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

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

© Professional Beauty Direct is a trading name of InEvexco Ltd, 2020. 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