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?

For complaints relating to sections A to I and sections K to S inclusive:

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

For complaints relating to section J – (End Supplier Failure including Scheduled Airline Failure) only:

1. In the first instance, please contact:

   Compliance Office
   Liberty Mutual Insurance Europe SE
   20 Fenchurch Street
   London
   EC3M 3AW

   Tel: +44 (0) 20 3758 0840
   Email: complaints@libertyglobalgroup.com

   Please make sure that you quote your policy number, which can be found on your policy schedule.

2. If, after making a complaint, you are still not satisfied you may have the right to contact the 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

To confirm whether you are eligible to ask the Financial Ombudsman Service to review your complaint please contact them at:
www.financial-ombudsman.org.uk/consumers/how-to-complain.

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

For complaints relating to section T – (Gadget cover) only:

1. In the first instance, please contact:

   The Customer Services Director
   Davies Group Limited
   Unit 8
   Fulwood Business Park
   Caxtion Road
   Preston
   PR2 9NZ

   Tel: 0345 074 4788

   Email: gadgetcomplaints@davies-group.com

2. 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 next 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.

   If we are unable to resolve your complaint in this time, we will write to advise you of progress and will endeavour to resolve your complaint within the following four weeks.

   If you are still dissatisfied after receiving our final response letter, you may refer your complaint to the Financial Ombudsman Service at the following address

   The Financial Ombudsman Service
   Exchange Tower
   London
   E14 9SR

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

2. Does your complaint relate to your policy?

For complaints relating to sections A to T inclusive:

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

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

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.