We aim to provide you with a first class policy and service. However, there may be times when you feel we have not done so. If this is the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be affected.
For complaints relating to all sections apart from Scheduled Airline Failure Cover and Gadget Cover:
The Complaints Officer
Claims Settlement Agencies
308-314 London Road
Hadleigh
SS7 2DD
Telephone 01702 746549
Email: complaints@csal.co.uk
When you make contact please provide the following information:
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 2 days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within 2 weeks of receipt. In exceptional cases, where we are unable to complete our investigations within 2 weeks, we will send you a full written response as soon as we can, and in any event within 4 weeks of receipt of your complaint.
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
For complaints relating to all sections apart from Scheduled Airline Failure Cover and Gadget Cover:
In the first instance, please contact:
The Managing Director
Explorer Travel Insurance
Suite 9, Chalkwell Lawns
648-656 London Road
Westcliff on Sea
SS0 9HR
Telephone 0345 373 0253
Email: enquiries@explorerinsurance.co.uk
When you make contact please provide the following information:
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 2 days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within 2 weeks of receipt. In exceptional cases, where we are unable to complete our investigations within 2 weeks, we will send you a full written response as soon as we can, and in any event within 4 weeks of receipt of your complaint.
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
For complaints relating to Scheduled Airline Failure Cover only:
In the first instance, please contact:
Compliance Officer
Liberty Mutual Insurance Europe SE
20 Fenchurch Street
London
EC3M 3AW
Telephone +44 (0) 20 3758 0840
Email: complaints@libertyglobalgroup.com
Please make sure that you quote your policy number, which can be found on your Certificate of Insurance or a claim number.
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
Telephone: 0800 023 4567 0800 023 4567 – From UK Landline
Telephone: 0300 123 9123 – From UK Mobile
Email: complaint.info@financial-ombudsman.org.uk
Website: https://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:
https://www.financial-ombudsman.org.uk/
For complaints relating to Gadget Cover only:
In the first instance, please contact:
The Customer Services Director
Davies Group Limited
Unit 8, Fulwood Business Park Caxton Road
Preston
PR2 9NZ
Email: gadgetcomplaints@davies-group.com
Telephone +44 (0) 345 0744 788
When you make contact please provide the following information:
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 eight weeks, by sending you a final response letter.
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
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 0800 023 4567 – From UK Landline
Telephone: 0300 123 9123 – From UK Mobile
Email: complaint.info@financial-ombudsman.org.uk
Website: https://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.