Complaints

If something’s not gone as smoothly as you expected, please get in touch and we’ll do our best to resolve the matter as quickly as possible.
How to make a complaint

We will always try to be fair and reasonable. If you believe we have not provided you with a satisfactory level of service, please tell us so that we can do our best to resolve the problem. The easiest way to contact us is to call us on

0330 333 4792. Lines are open Monday – Friday, 8am – 8pm, and Saturday - Sunday, 9am - 6pm.

Alternatively, you can email complaints@protectyourbubble.com or write to:

Protect Your Bubble
Emerald Buildings
Westmere Drive
Crewe Business Park
CW1 6UN

Please quote your mobile phone number in any correspondence.

Lifestyle Services Group handle all queries and complaints on behalf of the insurer.

If you are not happy with our decision you can, within 6 months of our final decision, refer your complaint for an independent assessment to:

The Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange,
LONDON, E14 9SR
Telephone: 0800 023 4567 / 0300 123 9123,
Email: complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk

Nothing in these terms, including referral to the Financial Ombudsman Service affects your statutory rights.

You can also register a complaint with the European Union’s Online Dispute Resolution platform (or ODR). The ODR will pass your complaint to the Financial Ombudsman Service.

 

If you have a complaint regarding the sale of your policy, please contact:
Protect Your Bubble
Quality Assurance Manager,
Protect Your Bubble
Emerald Buildings
Westmere Drive
Crewe Business Park
CW1 6UN

Email: complaints@protectyourbubble.com

Tel: 0330 333 4792

If you have a complaint regarding the administration of your policy, please contact the administrator:

Emerald Buildings
Westmere Drive
Crewe
Cheshire CW1 6UN
E-mail: ukrenters@assurant.com
Tel: 0333 220 5063
 

 

 

 
If your complaint is about the handling of a liability claim under Section 1 D Occupiers’ and Personal Liability please contact:
Kennedys Solicitors LLP
Kennedys Claims Handling, 6 Queen Street, Leeds,
LS1 2TW
Tel: 0845 207 7453
Email: UKG@kennedyslaw.com

 

If you have a complaint about the handling of any other claim, please contact:
Innovation Group
Kingsway House, Burnley, BB11 1BJ
Tel: 0343 2277 275

Email: propertyclaims@innovation.group

In all correspondence please state that your insurance is underwritten by UK General Insurance and quote your unique policy number from your policy schedule.

If you have a complaint about the handling of your Legal or Liability claim please contact

Novus Complaints Team
Sedgwick International UK
Oakleigh House
14-16 Park Place
Cardiff CF10 3DQ
Tel: 0345 600 7406

Email: novuscomplaints@uk.sedgwick.com

In all correspondence, please state that your insurance is provided by Novus Underwriting Limited and quote

scheme reference B1927GDR0012021/09

If your complaint about your claim cannot be resolved by the end of the third working day, Sedgwicks will pass
it to: Novus Underwriting Ltd, 4th Floor, 34 Lime Street, London, EC3M 7AT Email:

complaints@novusunderwriting.com

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman
Service. This also applies if you are insured in a business capacity and have an annual turnover of less than
€2million and fewer than ten staff. You may contact the Financial Ombudsman Service at: -
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.
Tel: 0300 123 9 123F

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

The above complaints procedure is in addition to your statutory rights as a consumer. For further information
about your statutory rights contact your local Citizens Advice Bureau.