Axis Capital are committed to ensuring that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are committed to providing the highest standard of service.

If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact a Rope-Sure Insurance advisor.

In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to either the insurer, AXIS Managing Agency Ltd; contact details are as follows:

If you’re not satisfied with the response or have not received a response within fourteen (14) calendar days, you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and provide you with a written final response. If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:

Details of the Lloyd’s complaints procedures are set out in a leaflet “HOW WE WILL HANDLE YOUR COMPLAINT” available at www.lloyds.com/complaints and are also available from the above address.

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we are unable to meet our obligations. Your entitlement to compensation will depend on the circumstances of the claim. Further information about the compensation scheme arrangements is available at http://www.fscs.org.uk or by telephoning 0800 678 1100 or 020 7741 4100.

If you are eligible you can make use of the Financial Ombudsman service in order to mediate your complaint if you are unhappy with our final response; their contact information is listed below.

The Financial Ombudsman Service offers a free, independent complaint resolution service. For more information on the services provided by the FOS please use the following links.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online.

You can access the ODR platform on https://ec.europa.eu/odr

Eligible Complainants:

Access to the FOS is available for complainants coming within one of the following categories at the time we receive their complaint:
• Consumers (private individuals acting for purposes which are wholly or mainly outside that individual’s trade, business, craft, or profession)
• Micro-enterprises which employ fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million;
• Small Businesses, which are not defined as micro-enterprises, which have an annual turnover of less than £6.5 million, a balance sheet total of less than £5 million, or employs less than 50 employees;
• Charities with an annual income of less than £6.5 million;
• Trusts with a net asset value of less than £5 million; and
• Individuals who act as personal guarantors for loans to business they are involved in.

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we are unable to meet our obligations. Your entitlement to compensation will depend on the circumstances of the claim. Further information about the compensation scheme arrangements is available at https://www.fscs.org.uk or by telephoning 0800 678 1100 or 020 7741 4100.