Complaints

Complaints procedure

We value our customers and are dedicated to providing the best possible service and outcomes for all in everything we do, but, if you are dissatisfied with our administration of your insurance, the cover we have arranged or our assessment of a claim, please tell us so we can review and hopefully resolve the issue promptly.

You may contact us in whichever manner you prefer although we would appreciate the opportunity to talk with you as we believe this option provides the possibility of being able to agree a resolution with you much quicker.

We aim to resolve the issue by close of business on our third working day following the day we received your complaint. If you would like our first response to be by telephone, please include a daytime contact number in your correspondence.

Where we are unable to resolve the issue by close of business on the third working day following receipt of your complaint we will take the following steps and confirm this to you in writing;

1. We will acknowledge your complaint in writing and automatically refer your comments to the Insurer, Travelers Insurance Company Limited.
2. You will receive a written response within two weeks of their receipt of the complaint explaining the results of their investigations or to let you know what happens next.

If your complaint cannot be resolved to your satisfaction and you are an eligible complainant (a private individual or small business) you may refer the matter to the Financial Ombudsman Service (FOS) for an independent decision in addition to any other action you may subsequently wish to take.

The Financial Ombudsman Service

The Financial Ombudsman Services (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk

An application to the FOS must be made within 6 months of being notified of the Insurers final decision about your complaint.