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.

1. Does your complaint relate to a claim on all sections of the policy, apart from Gadget Cover?

1. In the first instance, please contact:

   IMG Customer Service Department, Fitzalan Court, 3rd Floor Fitzalan House, Cardiff, CF24 0EL
   Tel: 029 2168 4316     Email: [email protected]

   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, an independent body that adjudicates on complaints, at the following:

   Visit: http://www.financial-ombudsman.org.uk/
   Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
   Phone: 0800 023 4567 or 0300 123 9 123 or
   Email: [email protected]
   

2. Does your complaint relate to your policy, for any section apart from Gadget Cover?

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: [email protected]

   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, an independent body that adjudicates on complaints, at the following:

   Visit: http://www.financial-ombudsman.org.uk/
   Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
   Phone: 0800 023 4567 or 0300 123 9 123 or
   Email: [email protected]
   

3. Does your complaint relate to a Gadget Cover claim or the Gadget Cover sections of your policy?

1. In the first instance, please contact:
   The Customer Services Director
   Davies Group Limited
   Unit 8
   Fulwood Business Park
   Caxton Road
   Preston
   PR2 9NZ

   Email: [email protected]
   Tel: 0345 074 4788

   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.
   
   

   We will make every effort to resolve your complaint immediately. If we cannot resolve your complaint by the end of the third working day, we will acknowledge your complaint within 5 days of receipt and will do our best to resolve the problem within four weeks, by sending you a final response letter.

2. If you are still dissatisfied or you have not received our final response letter, you may refer your complaint to the Financial Ombudsman Service at the following address:
   Financial Ombudsman Service at the following address:
   The Financial Ombudsman Service
   Exchange Tower
   London E14 9SR
   
   Tel: 0800 023 4567 - from UK landline
   Tel: 0300 123 9123 - from UK mobile
   
   Email: [email protected]
   Website: http://www.financial-ombudsman.org.uk/
   
   You have the right of referral within six months of the date of your final response letter. Whilst we and our UK service providers are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action.