01993 777850 contactus@saua.co.uk
Specialists in…
Personal Accident, Travel and Liability Cover.

Help & Guidance

We are dedicated to providing a high quality service and we want to ensure that this is maintained at all times.

Complaints Procedure

If you (the Policyholder) have any questions or concerns about the policy or handling of a claim, you should, in the first instance contact your broker who arranged this policy on your behalf.

Alternatively, you make contact ourselves through whom this policy was arranged:

Self Assured Underwriting Agencies Limited
5 – 6 Kingfisher Court
Northfield Farm Lane
Witney
Oxfordshire
OX28 1PD

T: 01993 777850
E: contactus@saua.co.uk

Authorised and regulated by the Financial Conduct Authority (Firm Reference No. 304373)

Registered in England Wales, no. 3767619

If you prefer complaints may be referred to the following:

Policies with prefix:

SALSABE (Business Equipment Insurance policy)

SALSACC (Combined All Risks Insurance policy)

SALSALIA (Employers, Public & Products Liability Insurance policy)

These policies are underwritten with Axa XL (Syndicate 2003 at Lloyd’s).

Complaints Department
XL Catlin Services SE, UK Branch
20 Gracechurch Street
London
EC3V 0BG

T: +44 (0) 20 7743 8487
E: axaxlcomplaints@axaxl.com 

XL Catlin Services SE acts on our behalf in the administration of complaints.

If you remain dissatisfied after the Complaints Department has considered your complaint, it may be possible in certain circumstances to refer the complaint to Lloyd’s. 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 Axa XL Underwriting Agencies Limited at the above address or from Lloyd’s at:

Lloyd’s Complaints
One Lime Street
London
EC3M 7HA
United Kingdom

T: +44 (0) 20 7327 5693
F: +44 (0) 20 7327 5225
E: complaints@lloyds.com

If you remain dissatisfied it may be possible in certain circumstances to refer your complaint to Lloyd’s. Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaints – How Can We Help” available at www.lloyds.com/complaints and also available from the following address:

The Complaints Department
Lloyd’s Market Services
Fidentia House
Walter Burke Way
Chatham
Kent
ME4 4RN

T: 020 7327 5693
E: complaints@lloyds.com

If you remain dissatisfied after Lloyd’s has considered your complaint, or you have not received a decision by the time XL Catlin Services SE and Lloyd’s have taken eight (8) weeks overall to consider your complaint, you can refer your complaint to the Financial Ombudsman Service at

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone Number:  From within the United Kingdom

0800 0234 567 (calls to this number are free on mobiles and landlines)

0300 1239 123 (calls to this number costs no more than calls to 01 and 02 numbers)

From outside the United Kingdom

 +44 (0) 20 7964 0500

Fax Number:          +44 (0) 20 7964 1001 

Text Number:        07860 027 586   Call Back Service

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

The Financial Ombudsman Service can look into most complaints from consumers and small businesses.  For more information contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk

For policies with the following prefixes:

CNSACT (Travel Insurance policy)

CNSAPA (Personal Accident Insurance policy)

CNSAPP (Personal Accident and Illness Insurance policy)

CNSAPT (Personal Accident, Personal Accident and Illness, and Travel Insurance policy)

CNSASP (Travel Insurance policy).

These policies are underwritten with Canopius Managing Agents Limited (Syndicates 4444 and 1861 at Lloyd’s).

If you prefer not to contact Self Assured Underwriting Agencies Limited, complaints may be referred to the following:

The Complaints Manager
Canopius Managing Agents Limited
Floor 29, 22 Bishopsgate,
London, EC2N 4BQ

T: +44 (0) 20 7337 3700

E: complaints@canopius.com

If you remain dissatisfied after the Complaints Department has considered your complaint, it may be possible in certain circumstances to refer the complaint to the at:

The Complaints Department
Lloyd’s Market Services
Fidentia House
Walter Burke Way
Chatham
Kent
ME4 4RN

T: + 44 (0) 20 7327 5693
E: complaints@lloyds.com

If you remain dissatisfied after Lloyd’s has considered your complaint, or you have not received a decision by the time Canopius Managing Agents and Lloyd’s have taken eight (8) weeks overall to consider your complaint, you can refer your complaint to the Financial Ombudsman Service at 

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone Number:  From within the United Kingdom

0800 0234 567 (calls to this number are free on mobiles and landlines)

0300 1239 123 (calls to this number costs no more than calls to 01 and 02 numbers)

From outside the United Kingdom

+44 (0) 20 7964 0500

Fax Number:          +44 (0) 20 7964 1001 

Text Number:        07860 027 586   Call Back Service

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

The Financial Ombudsman Service can look into most complaints from consumers and small businesses.  For more information contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk

For policies with the following prefix:

SACVLSALIA (Employers, Public & Products Liability Insurance policy)

These policies are underwritten with Convex Insurance UK Limited.

If you prefer not to contact Self Assured Underwriting Agencies Limited, complaints may be referred to the following:

Chief Compliance Officer, Lorraine Mullins
Convex Insurance UK Limited
52 Lime Street
London, EC3M 7AF

+44 (0) 20 7337 3700
E: complaints@canopius.com (please allow link)

If you remain dissatisfied after consideration of your complaint, or you have not received a decision within eight (8) weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service, at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone Number:  From within the United Kingdom

0800 0234 567 (calls to this number are free on mobiles and landlines)

0300 1239 123 (calls to this number costs no more than calls to 01 and 02 numbers)

From outside the United Kingdom

  +44 (0) 20 7964 0500

Fax Number:          +44 (0) 20 7964 1001 

Text Number:        07860 027 586   Call Back Service
E: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service can look into most complaints from consumers and small businesses.  For more information contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk