Customer Satisfaction
If you are dissatisfied with any aspect of the service you have received from us, please write to:

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

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 endeavour 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 Insurance Services Ltd
21 Perrymount Road
Haywards Heath
West Sussex
RH16 3TP

Telephone: 01444 255266

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.

There is a choice of law applicable to this policy, but unless agreed otherwise by us, English Law will be used.

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

Your insurance is contracted with Cassidy Davis Syndicate 5820, an insurer incorporated in the U.K. and registered in England, number 04434499, having its principal place of business at 85 Gracechurch Street, London EC3V 0AA. The Lloyd's Managing Agent of Cassidy Davis Syndicate 582 is Jubilee Managing Agency Limited. They are entered in the Register of Lloyd's Managing Agents and regulated by the Financial Services Authority and entered on the FSA register under number 226696.

Universal Provident Limited acts as agent for Cassidy Davis Syndicate 5820 in connection with this insurance and holds all premium receipts, premium refunds and claims money as agent for Cassidy Davis Syndicate 5820.