About Insure Your Village Hall
Insure Your Village Hall is a trading name of Norris & Fisher (Insurance Brokers) Ltd, registered in England & Wales under company number 04567558.. Our registered address is Threefield House, Threefield Lane, Southampton, SO14 3LP. Norris & Fisher (Insurance Brokers) Ltd are authorised and regulated by the Financial Conduct Authority under firm reference number 303993
Insure Your Village Hall is the brand name that Norris & Fisher 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, Norris & Fisher will underwrite that insurance product trading from the following address:
Insure Your Village Hall
Threefield House
Threefield Lane
Southampton
SO14 3LP
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
Threefield House
Threefield Lane
Southampton
SO14 3LP
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.