Complaints

We are committed to providing a high level of customer service. If you do not feel we have delivered this, we would welcome the opportunity to put things right for you.

Many concerns can be resolved straight away please get in touch with the relevant party shown below, as they may be able to provide you with an immediate response to your satisfaction.

For complaints relating to sections A to T inclusive:

1. Does your complaint relate to a claim?

   1. In the first instance, please contact:

      The Complaints Officer
      Claims Settlement Agencies
      308-314 London Road
      Hadleigh
      SS7 2DD

      Tel: 01702 553443
      Email: info@csal.co.uk
      

      When you make contact please provide the following information:

      • Your name, address and postcode, telephone number and e-mail address (if you have one)
      • Your policy and/or claim number, and the type of policy you hold
      • The reason for your complaint.

      Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material.

      If we are unable to resolve your complaint immediately, we will send you a written acknowledgement within two (2) days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two (2) weeks of receipt.

      In exceptional cases, where we are unable to complete our investigations within two (2) weeks, we will send you a full written response as soon as we can, and in any event within four (4) weeks of receipt of your complaint.

   2. If you are dissatisfied with our response, then you can raise the matter with the Financial Services and Pensions Ombudsman (FSPO), an independent body that adjudicates on complaints, at the following address:

      Financial Services and Pensions Ombudsman
      Lincoln House
      Lincoln Place
      Dublin 2
      D02 VH29

      Tel: +353 1 567 7000
      Email: info@fspo.ie
      Website: www.fspo.ie

2. Does your complaint relate to your policy?

   1. In the first instance, please contact:

      The Managing Director
      TravelTime Travel Insurance
      Suite 9, Chalkwell Lawns
      648-656 London Road
      Westcliff on Sea
      SS0 9HR

      Tel: 0345 548 2122
      Email: traveltime@traveltimeinsurance.co.uk

      When you make contact please provide the following information:

      • Your name, address and postcode, telephone number and e-mail address (if you have one)
      • Your policy and/or claim number, and the type of policy you hold
      • The reason for your complaint.

      Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material.

      If we are unable to resolve your complaint immediately, we will send you a written acknowledgement within two (2) days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two (2) weeks of receipt.

      In exceptional cases, where we are unable to complete our investigations within two (2) weeks, we will send you a full written response as soon as we can, and in any event within four (4) weeks of receipt of your complaint.

   2. If you are dissatisfied with our response, then you can raise the matter with the Financial Ombudsman Service (FOS).

      The FOS is an independent body that arbitrates on complaints about general insurance products. You have six (6) months from the date of our final response to refer your complaint to the FOS.

      If we cannot resolve your complaint, you may refer it to Financial Ombudsman Service (FOS) at the following address:

      Financial Ombudsman Service
      Exchange Tower
      London
      E14 9SR
      

      Tel: 0800 023 4567 - From UK Landline
      Tel: 0300 123 9123 - From UK Mobile
      Email: complaint.info@financial-ombudsman.org.uk
      Website: www.financial-ombudsman.org.uk

If you purchased your policy online, you are also able to use the EC On-line Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr who will notify the Financial Services and Pensions Ombudsman on your behalf.

Please note that this can only be used for complaints about purchases made online.

Complaints about non-insured events and your travel arrangements must be referred to your travel organiser.

Making a complaint does not affect your right to take legal action.

For complaints relating to section U only:

If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step.

Please take special note that should you wish to direct your complaint directly to Lloyd’s in the first instance, you may do so by using the contact information referenced in Step 2 below.

Step 1:

• In the first instance, if your complaint relates to a claim, please direct it to:

  Stream Claims Services
  Copthall House
  Newcastle Under Lyme
  ST5 1EL

  Tel: 0161 974 1166

• If your complaint does not relate to a claim, please direct it to:

  The Managing Director
  TravelTime Travel Insurance
  Suite 9, Chalkwell Lawns
  648-656 London Road
  Westcliff on Sea
  SS0 9HR

  Tel: 0345 548 2122
  Email: traveltime@traveltimeinsurance.co.uk

Step 2:

Should you remain dissatisfied with the outcome of your complaint from TravelTime or the claims administrator, your legal rights are not affected and you may refer your complaint to Lloyd’s. Lloyd’s contact information is:

Complaints at Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Kent, ME4 4RN

Tel: +44 (0)20 7327 5693
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedure are set out in a leaflet “How We Will Handle Your Complaint”, which is available at the website address above. Alternatively, you may ask Lloyd’s for a hard copy.

Step 3:

If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The contact information is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 0234 567
(calls to this number are free on mobile phones and landlines).
Tel: 0300 1239 123
(calls to this number cost no more than calls to 01 and 02 numbers).
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Alternatively, if you live in the UK and if you purchased your insurance online*, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Economic Area (EEA), who have bought goods or services online, get their complaint resolved. You can access the ODR Platform by clicking on the following link: ec.europa.eu/consumers/odr.

This does not affect your right to submit your complaint following the process above. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service.

* “Online” includes all products sold via a website, email, telephone and social media amongst others with a digital element.