Making a complaint

We are committed to providing you with the very best level of service and care. We realise that things can go wrong, and there may be occasions when you feel that we have not provided the service you expected. When this happens, we want to hear about it so that we can try and put things right.

We’ll always do our best to resolve your complaint immediately, but depending on the nature, we may need some more time to conduct a full investigation. We will always keep you informed and updated on progress by providing you with regular updates. Once we have completed our investigation, we will share our findings with you.

Who do I contact?

If your complaint relates to Compare Your Travel Insurance, you should contact us by using one of the options mentioned below.

If you are unhappy with any product or service received from one of our insurance providers, you should address your complaint directly to them. You will find their complaints handling procedures in your policy documents. We will be happy to assist you find these details.

Email
contact@compareyourtravelinsurance.co.uk

Post
Compare Your Travel Insurance Complaints Manager
PO Box 125
Hindhead
GU27 9HQ

Please provide your name and contact telephone number as well as a clear and concise reason for the complaint.

How will my complaint be handled?

We’ll aim to acknowledge your complaint within 5 working days and provide a final response to your complaint as soon as possible. If we do not provide a final response within 8 weeks, or, you are unhappy with our decision, you may be able to refer your complaint to the Financial Ombudsman Service. Their details are;

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk