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.
For complaints relating to Scheduled Airline Failure only:
Compliance Office
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 policy schedule.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone 0800 023 4567- From UK Landline
Telephone 0300 123 9123- From UK Mobile
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Please make sure that you quote your policy number, which can be found on your policy schedule.
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.
In the first instance, please contact:
The Customer Services Director
Davies Group Limited
Unit 8
Fulwood Business Park
Caxton Road
Preston
PR2 9NZ
Telephone 0345 074 4788
Email: gadgetcomplaints@davies-group.com
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 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
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone 0800 023 4567- From UK Landline
Telephone 0300 123 9123- From 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.
In the first instance, please contact:
The Complaints Officer
Claims Settlement Agencies
308-314 London Road
Hadleigh
SS7 2DD
Telephone 01702 553443
Email: info@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 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.
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
For complaints relating to all sections of 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 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.
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
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.