It is our policy to promote the highest standard of service for our clients. We endeavour to ensure that all complaints are resolved satisfactorily and in a timely manner.

If you have a complaint about our services, you may contact the member of our staff with whom you normally deal.

Complaints Manager
Catlin Insurance Company (UK) Ltd.
20 Gracechurch Street

Tel: 020 7743 8487

Alternatively please contact our Managing Director at the address below:
Raglan House, 6-8 William Brown Close, Llantarnam Industrial Park, Cwmbran, NP44 3AB
Tel: 01633 838976

You may make your complaint either orally or in writing. We will acknowledge receipt of your complaint promptly in writing and give you our response at the time, if we can.

If following receipt of our final response or after eight weeks if we have not yet provided you with our final response, if you are an eligible complainant, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Further information is available on their website below.

Financial Ombudsman Service, Exchange Tower, London E14 9SR. 0800 023 4567

An Eligible Complainant is defined as:

  • Any private individual
  • Any business with a turnover of less than £6.5 million and less than 50 staff or has a balance sheet total or less than £5 million. (small business)
  • A charity which has an annual income of less than £6.5 million
  • A trustee of a trust which has a net asset value of less than £5 million (small business)
  • An individual who has given a guarantee or security in respect of an obligation or liability of a small business