How To Make A Complaint

ALLSAFE

If your complaint relates to your policy or Sales:
Write to: AllSafe, Digital House, Threshelfords Business Park, Kelvedon, Colchester, Essex, CO5 9SE
Email: allsafeinsurance@brokersure.com
Tel: 0330 880 3604

If your complaint relates to a Claim under Sections A-M and P-Q inclusive:
Write to: The Complaints Department, Rightpath Claims, PO Box 6430, Basildon, Essex, SS14 0QT
Email: complaint@rpclaims.com
Tel: 0208 667 2461

When you make contact, please provide the following information:
1. Your name, address and postcode, telephone number, and email address (if you have one).
2. Your Policy Reference and/or Claims Number, and the type of policy you hold.
3. The reason for your complaint.

Any written correspondence should be headed as '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 2 days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within 2 weeks of receipt. In exceptional cases, where we are unable to complete our investigations within 2 weeks, we will send you a full written response as soon as we can, and in any event within 4 weeks of receipt of your complaint.

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent service in the United Kingdom for settling disputes between consumers and businesses providing financial services. You can find more information on the Financial Ombudsman Service here:
Visit www.financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Email: complaint-info@financial-ombudsman.org.uk
Tel: 0800 023 4567 or 0300 123 9123

GOODTOGO

If your complaint relates to your policy or Sales:
Write to: Direct Travel Insurance, Digital House, Threshelfords Business Park, Kelvedon, Colchester, Essex, CO5 9SE
Email: enquiries@direct-travel.co.uk
Tel: 0330 880 3600

If your complaint relates to a Claim or assistance received while travelling:
Write to: Quality Assurance Manager, 3rd Floor, Fitzalan House, Fitzalan Court, Cardiff CF24 0EL
Email: qualityassurance@global-response.co.uk
Tel: 01444 465 590

When you make contact, the appropriate team will then acknowledge receipt by email within five business days of receiving your complaint.

In the unlikely event that they require longer than four weeks to complete their investigations for your complaint, they will write to you to explain why they are not yet in a position to respond and indicate when they will make further contact (this must be within eight weeks of the receipt of the original complaint).

If you have received their Final Response and are still not satisfied with the outcome, you may ask the Financial Ombudsman Service (FOS) to review your case. You must do this within six months from the date of the Final Response.
Visit www.financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: complaint-info@financial-ombudsman.org.uk
Tel: 0800 023 4567 or 0300 123 9123

OKTOTRAVEL

If your complaint relates to your policy or Sales:
Write to: Direct Travel Insurance, Digital House, Threshelfords Business Park, Kelvedon, Colchester, Essex, CO5 9SE
Email: enquiries@direct-travel.co.uk
Tel: 0330 880 3600

If your complaint relates to a Claim:
Write to: IMG Customer Service Department, Fitzalan Court, 3rd Floor, Fitzalan House, Cardiff, CF24 0EL
Email: qualityassurance@imglobal.com
Tel: 02922 401964

When you make contact, please provide the following information:
1. Your name, address and postcode, telephone number, and email address (if you have one).
2. Your Policy Reference and/or Claims Number, and the type of policy you hold.
3. The reason for your complaint.

Any written correspondence should be headed as '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 days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two weeks of receipt. In exceptional cases, where we are unable to complete our investigations within two weeks, we will send you a full written response as soon as we can, and in any event within four 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), who are an independent body that adjudicate complaints:
Visit www.financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: complaint-info@financial-ombudsman.org.uk
Tel: 0800 023 4567 or 0300 123 9123

HOLIDAYINSURANCE

If your complaint relates to your policy or Sales:
Write to: Direct Travel Insurance, Digital House, Threshelfords Business Park, Kelvedon, Colchester, Essex, CO5 9SE
Email: enquiries@direct-travel.co.uk
Tel: 0330 880 3600

If your complaint relates to a Claim:
Write to: Complaints Team, AXA Partners, The Quadrangle, 106-118 Station Road, Redhill, RH1 1PR
Email: claimcomplaints@axa-assistance.co.uk
Tel: 0330 678 3436

When you make contact, please provide the following information:
1. Your name, address and postcode, telephone number, and email address (if you have one).
2. Your Policy Reference and/or Claims Number, and the type of policy you hold.
3. The reason for your complaint.

Any written correspondence should be headed as '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 days of receipt. We will then investigate your complaint and, in most cases, send you a full response in writing within two weeks of receipt. In exceptional cases, where we are unable to complete our investigations within two weeks, we will send you a full written response as soon as we can, and in any event within four weeks of receipt of your complaint.

If you are still not satisfied then you may be able to ask the Financial Ombudsman Service to look at your complaint. You must approach the Financial Ombudsman Service (FOS) within six months of getting our final response to your complaint. We will remind you of the time limits in the final response:

Visit www.financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: complaint-info@financial-ombudsman.org.uk
Tel: 0800 023 4567 or 0300 123 9123

ONEBEFORE TRAVEL EUROPE

If your complaint relates to your policy or Sales:
Write to: Direct Travel Insurance, Digital House, Threshelfords Business Park, Kelvedon, Colchester, Essex, CO5 9SE
Email:enquiries@direct-travel.co.uk
Tel:020 7858 1980

If your complaint relates to Medical Assistance or the outcome of a claim:
Email: customerrelations@ie.sedgwick.com
Tel: 0208 667 2461

If you’re not happy with how your complaint was handled – or 8 weeks have passed since you raised it – you may be able to contact the Financial Ombudsman Service. Please be aware the Financial Ombudsman Service (FOS) may not be able to consider your complaint if you haven’t given us the chance to resolve it first. The Financial Ombudsman Service is an independent complaints service that’s free to use.

Please note that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

Visit www.financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: complaint-info@financial-ombudsman.org.uk
Tel: 0800 023 4567 or 0300 123 9123