How To Make A Complaint

DIRECT TRAVEL INSURANCE

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 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 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

DIRECT TRAVEL - GADGET INSURANCE (policies purchased from March 2023)

If your complaint relates to a Claim:
It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance contact The Customer Services Director. The contact details are:
Write to: Claims Administrators, Davies Group, Unit 8, Fulwood Business Park, Caxton Road, Preston, PR2 9NZ
Email: gadgetcomplaints@davies-group.com
Telephone: 0345 074 4788

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response. The claim administrators will make every effort to resolve your complaint immediately. If they cannot resolve your complaint by the end of the third working day they will acknowledge your complaint within 5 days of receipt and will do their best to resolve the problem within eight weeks by sending you a final response letter.

If your complaint relates to your policy or service:
Write to: Brokersure Ltd., Digital House, Threshelfords Business Park, Kelvedon, Colchester, Essex, CO5 9SE
Email: enquiries@brokersure.com
Tel: 0330 880 3605

If they are unable to resolve your complaint in this time they will write to advise you of progress and will endeavour to resolve your complaint within the following 4 weeks.

If you are still dissatisfied after receiving their final response letter you may refer your complaint to the Financial Ombudsman Service (FOS) using the following information:
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

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.

DIRECT TRAVEL TI

FIT2TRAVEL / CLEAR4TRAVEL / DIRECT2INSURE

If your complaint relates to your policy or Sales:
Write to: Brokersure Ltd., Digital House, Threshelfords Business Park, Kelvedon, Colchester, Essex, CO5 9SE
Email: enquiries@brokersure.com
Tel: 0330 880 3605

If your complaint relates to a Claim or assistance received whilst travelling:
Write to: The Customer Experience Manager, White Horse Insurance UK Limited, c/o White Horse Insurance Ireland dac, Rineanna House, Shannon Free Zone, Shannon, County Clare, V14 CA36, Republic of Ireland
Email: complaints@whitehorse.ie
Tel: 0208 667 2461

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