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.

1. Does your complaint relate to your policy?

1. 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
   

   Tel: 0345 373 0253
   Email: enquiries@explorerinsurance.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 Explorer Travel Insurance are unable to resolve your complaint immediately, they will send you a written acknowledgement within 5 business days of receipt. Explorer 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 Explorer 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 Explorer 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:

      The Complaints Officer,
      Claims Settlement Agencies,
      308-314 London Road,
      Hadleigh,
      Benfleet,
      Essex,
      SS7 2DD.
      

      Telephone 01702 746549
      Email: complaints@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 Claims Settlement Agencies are unable to resolve your complaint immediately, they will send you a written acknowledgement within 5 business days of receipt. Claims Settlement Agencies 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, Claims Settlement Agencies 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 Claims Settlement Agencies’ response, then you can raise the matter with the Financial Ombudsman Service, an independent body that adjudicates on complaints, at the following:

      Visit: 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?

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
   Telephone: 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. 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: www.financial-ombudsman.org.uk