How to make a complaint

We wish to provide all our customers with an excellent service but if you are unhappy in any way, details of how to make a complaint are contained within your summary of cover/ terms of business agreement and policy document. We sell policies that are arranged by both insurance companies and at Lloyd’s of London. There are different complaint procedures  for insurers and Lloyd’s of London

If you are unsure of how to make a complaint, please contact us on

If your policy has been arranged at Lloyd’s of London and you remain dissatisfied with the response you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

Complaints Lloyd’s One Lime Street London EC3M 7HA

Email: complaints@lloyds.com Telephone: +44 (0)20 7327 5693

Fax: +44 (0)20 7327 5225

Website: www.lloyds.com/complaints

Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. 

The FOS’s contact details are as follows: Financial Ombudsman Service Exchange Tower London E14 9SR

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

Telephone: +44 (0)300 123 9 123

Website: www.financial-ombudsman.org.uk

European Online Dispute Resolution Service

We do recommend following the complaints procedure as outlined in your official documentation but If you have purchased any products from us 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.

EU on-line dispute resolution service. http://ec.europa.eu/odr.

How will my claim be settled?

At our option, your insurers (Noave Syndicates Limited) will repair, replace or pay for any lost or damaged Cycle, Accessories, Helmet and Clothing on the following basis: 

1.for any standard Cycle, Accessories, Helmet and Clothing- the cost of repair or replacement as new; 

2.for any discontinued Cycle, Accessories, Helmet and Clothing, the cost of repair or replacement with item(s) of a similar type or equivalent specification; 

In no event will your insurers (Noave Syndicates Limited) pay more than the amount Insured shown in the Schedule. You will need to make sure that you are not underinsured as this may affect how much your claim is settled for.

Yes, cover is provided up to £100,000 but please be aware, the insurers will want to appoint a legal advisor of their choice and there must be a reasonable prospect of success.

Do I have to provide you with my cycle serial number?

No, although we think it is a good idea if you do so. 

You should be aware that if you need to make a claim, we will require you to provide us with documentation or other evidence which clearly demonstrates ownership of the property and helps substantiate your claim, for example: original purchase receipts, bank or credit card statements, instruction booklets, photographs, the remains of the Approved Lock and/or the keys. 

We will only ask for information relevant to your claim and we will pay for any reasonable expenses you incur in providing us with this information.

Can I use my cycle abroad?

Yes you can purchase the European extension and use your cycle in the European Union for up to 45 days in any one period of insurance.   For the purpose of our insurance we also include Switzerland, Iceland, Norway, Monaco, Madeira, Gibraltar and Andorra. 

If you want us to consider a longer period or you intend to travel further afield, give us a call on 0208 0033 190 and we’ll see what we can do.

Can I insure more than 1 cycle?

Yes, online we can insure up to 5 cycles, we will consider more but you will need to call our office on 0208 0033 190.

What if I own a hybrid cycle or one I’ve had specially built from parts?

For any hybrid or composite Cycle, Accessories, Helmet and Clothing, where the parts have been individually purchased, we will pay the replacement cost of the individual components, but in no event will we pay more than the amount Insured shown in the Schedule and you need to make sure that you are not underinsured as this may affect how much your claim is settled for.

What’s the maximum value of cycle you will accept?

Online we can insure a cycle of up to £12,500 depending on your circumstances and up to £15,000 for a combination of cycles. We will consider higher amounts but you will have to call our office on 0208 0033 190 to discuss.

How much should I insure my cycle for?

You should insure your Cycle for its replacement cost as new, ignoring any discount you may have received as a “special offer” from the retailer or place of purchase.

Do you insure professional cyclists?

No, we see ourselves as an insurer of “Keen amateurs”riding for pleasure. We do however offer an extension for persons wanting to take part in competitions providing of course they are not taking part as a professional rider.

Some of the bikes we cover