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 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 TravelTime Travel Insurance are unable to resolve your complaint immediately, they will send you a written acknowledgement within 5 business days of receipt. TravelTime Travel Insurance will then investigate your complaint and, in most cases, send you a full response in writing within 4 weeks of receipt. In exceptional cases, where TravelTime Travel Insurance are unable to complete their investigations within 4 weeks, they will send you a full written response as soon as they can, and in any event within 8 weeks of receipt of your complaint.

2. If you are dissatisfied with TravelTime Travel Insurance’s 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: complaint.info@financial-ombudsman.org.uk
   

2. Does your complaint relate to a claim?

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: qualityassurance@imglobal.com

   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 IMG are unable to resolve your complaint immediately, they will send you a written acknowledgement within 5 business days of receipt. IMG will then investigate your complaint and, in most cases, send you a full response in writing within 4 weeks of receipt. In exceptional cases, where they are unable to complete their investigations within 4 weeks, IMG will send you a full written response as soon as they can, and in any event within 8 weeks of receipt of your complaint.

2. If you are dissatisfied with IMG’s 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: complaint.info@financial-ombudsman.org.uk
   

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 Oxford Claims Company
   Temple Court Mews
   109 Oxford Road
   Oxford
   OX4 2ER

   Email: complaints@theoxfordclaimscompany.co.uk
   Tel: 01865 745566

   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 respond to your complaint within four weeks of receiving it. Our response will be our final decision based on the information provided. If there's a delay in our investigations, we'll explain the reason and give you an estimated timeframe for reaching a decision.

2. b) If, for any reason, you are still dissatisfied or you have not received our final response letter within eight weeks, you have the right to escalate your complaint to an independent authority called the Financial Ombudsman Service (FOS). You can contact them using the details below:
   The Financial Ombudsman Service
   Exchange Tower
   1 Harbour Exchange Square
   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: 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.