About Insure Your Village Hall

Insure Your Village Hall is a trading name of Barbarus Limited registered in England and Wales under Company number 08693210. Our registered address is Epsilon House, West Road, Ipswich IP3 9FJ. Barbarus Ltd are authorised and regulated by the Financial Conduct Authority under firm reference number 617848.

Insure Your Village Hall is the brand name that Barbarus will use when engaging with customers or prospective customers who are or may be covered under an Insure Your Village Hall insurance product(s).

When you select an Insure Your Village Hall product, Barbarus will underwrite that insurance product trading from the following address:

Insure Your Village Hall
48 Oak Crescent
Braunstone Town
Leicester
LE3 3FL

We provide village hall insurance underwritten by Covéa Insurance plc, who are authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority under Firm Reference Number 613259.

Complaints Policy

We aim to provide a professional, first class service. If however, our service does not meet your expectations, in the first instance please contact us in writing to:

Insure Your Village Hall
48 Oak Crescent
Braunstone Town
Leicester
LE3 3FL

or by telephone on 0330 123 5990

or by email to enquiry@insureyourvillagehall.co.uk

If you are still dissatisfied please forward your complaint to:

Customer Relations
Covéa Insurance
Norman Place
Reading
Berkshire
RG1 8DA

Telephone: 0330 221 0444

Calls may be recorded for training and evidential purposes.

Website: www.coveainsurance.co.uk

Email: customer.relations-rdg@coveainsurance.co.uk

Full details of the Covéa Insurance Internal Complaints Procedure are detailed in the leaflet ‘Complaints Procedure’ which is available on request or may be downloaded from their website at

www.coveainsurance.co.uk/complaints

In the first instance, they will review your complaint and hope to resolve the matter.  They will investigate the circumstances regarding your complaint and write to you within 3 working days with their response. Where they are unable to resolve your complaint within 3 working days, they will keep you updated on the progress they make.

They aim to resolve your complaint within 8 weeks and they will send you a final written decision explaining the results of their investigation as well as recourse available to you in a summary resolution communication. 

There may be occasions when at the end of 8 weeks they are not able to complete their investigation. In such instances, they will explain why and let you know when they expect to provide you with their final written decision.

At all stages of communication they will provide you with the various referral options that you have available both internally and externally.

If we are unable to resolve your complaint, you may have the right to refer your case within six months of our final response to the Financial Ombudsman Service. Eligible complainants are:

  • Consumers – defined as natural persons acting for purposes outside of their trade, business or profession

  • Micro-Enterprise – defined as enterprises which:

    • employ fewer than 10 persons and

    • have a turnover or annual balance sheet that does not exceed €2 million

  • Small Business – defined as small businesses which:

    • has an annual turnover of less than £6.5 million and

    • employs fewer than 50 persons or a balance sheet total of less than £5 million

  • Charity – which has an annual income of less than £6.5 million

  • Trustees of a trust – which has a net asset value of less than £5 million

If your complaint is in relation to Section 12 of the Policy please contact DAS Legal Expenses Insurance Company Limited:

Customer Relations
DAS House
Quay Side
Temple Back
Bristol
BS1 6NH 

Telephone: 0344 893 9013 

Email: customerrelations@das.co.uk

Details of their internal complaint-handling procedures are available on request.

You may be eligible to refer your complaint to the Financial Ombudsman Service. There are a few instances where they will not be able to assist and they will confirm if your complaint is eligible when you contact them. Their contact details are: 

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 (free from mobile phones and landlines) or 0300 123 9123 

Website: www.financial-ombudsman.org.uk 

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

Your complaint may be more suitably handled by a comparable complaints scheme, the Legal Ombudsman Service. You can contact the Legal Ombudsman Service at:

PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333 

Website: www.legalombudsman.org.uk 

Email: enquiries@legalombudsman.org.uk 

Using this service does not affect your right to take legal action.