Travel/A&H Complaints Process

Complaint process for UK based customers

We act for many different insurers so you will find the complaints procedure that is relevant to you within your policy wording and on the associated website.

If your complaint is about the service we have provided, this will be independently investigated by your insurer and we will provide any information they require.

Please note UK law allows a period of 8 weeks in which to investigate a complaint and if that period elapses or you have had a final response that you do not accept, you can refer your complaint to the Financial Ombudsman Service by any of the following methods:

• By phone on 0300 123 9123 (charged at a national rate) or 0800 023 4567 (free from landlines).
• By e-mail:
• On line via website:

• By post = Financial Ombudsman Service, Exchange Tower, London E14 9SR

You can contact them for advice at any time: the service they provide is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.

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