Complaints (Lifeline)
If you are dissatisfied with any aspect of the service you have received, please write to:

The Customer Liaison Manager
Universal Provident Ltd
Phoenix Park
Blakewater Road
Blackburn, BB1 5SJ

Telephone: 01254 266200

Please quote either your policy number or claim number in all correspondence. We will acknowledge receipt of your complaint in writing within five working days and give you our response at this time, if possible. If we cannot reply at this time we will inform you of who is dealing with your complaint and endeavor to resolve matters within 20 days. If after 20 days we are still not in a position to reply we will write to tell you when you can expect a full response.

If you remain dissatisfied with any aspect of the administration of your insurance policy, please contact:

Claims Manager
Cassidy Davis Life
Newater House
Newhall Street
Birmingham, B3 3NY

Telephone: 0121 200 1919

The Cassidy Davis Insurance Group has internal complaints handling procedures which are available upon request.

If you are not satisfied with the way in which your dissatisfaction has been dealt with and wish to make a complaint, you may do so at any time by referring the matter to:

Complaints Department
Lloyd’s
One Lime Street,
London EC3M 7HA.

Telephone: 020 7327 5693
Facsimile: 020 7327 5225
e-mail Lloyds-Regulatory-Complaints@Lloyds.com

Complaints that cannot be satisfied by the Complaints Department may be referred to the Financial Ombudsman Service. Further details will be provided at the appropriate stage of the complaints process.

Making a complaint under this procedure will not affect your rights to take legal action.