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How to make a Complaint

We are committed to providing you with an exceptional level of service and customer care.

We realise that things can go wrong and there may be occasions when you feel that we may not have provided the service you expected.

If this happens we would like to hear about it so that we may try and put it right.

Please choose from the brands below for contact details:

  1. Direct Travel Insurance
  2. Direct Travel - Gadget
  3. Direct Travel TI
  4. HolidayInsurance.com
  5. Go Insure
  6. Fit2Travel
  7. Spectrum
  8. Top Dog
  9. Flexicover
  10. AllSafe
  11. Direct 2 Insure
  12. Fish
  13. Fit4Travel
  14. Freespirit

DIRECT TRAVEL INSURANCE

In the event that you wish to make a complaint you may contact as on:

Policy/ Sales

Direct Travel Insurance, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email : enquiries@direct-travel.co.uk

Tel : 0330 880 3600

Claims

Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email : travelcomplaint@adventgroup.co.uk

Tel : 020 7743 8346

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

Complaints, Lloyd’s, One Lime Street, London, EC3M 7HA

Email : complaints@lloyds.com

Tel : +44 (0) 20 7327 5693

Fax : +44 (0) 20 7327 5225

Website : www.lloyds.com/complaints

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr

Alternatively, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers an businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email : complaint.info@financial-ombudsman.org.uk

Tel : +44 (0) 300 123 9 123

Website : www.financial-ombudsman.org.uk

DIRECT TRAVEL - GADGET INSURANCE

In the first instance please contact:

Policy/Sales

Direct Travel Insurance, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email : enquiries@direct-travel.co.uk

Tel : 0330 880 3600

If your complaint about the sale of your policy cannot be resolved please contact:

Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ

Tel: 0345 218 2685 8

Email: customerrelations@ukgeneral.co.uk

Claims

Trent Services (Administration) Limited, Trent House, Love Lane, Cirencester, Gloucestershire, GL7 1XD.

Tel: 01285 626020

In all correspondence please state that Your insurance is provided by UK General Insurance Limited and quote scheme reference 06305A.

If you remain dissatisfied, you can make an appeal to the Financial Ombudsman Service:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Tel: 0300 123 9123

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected

DIRECT TRAVEL TI

In the event that you wish to make a complaint you may contact as on:

Policy/ Sales

Direct Travel Insurance, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email : enquiries@direct-travel.co.uk

Tel : 0330 880 3600

Claims

Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email : travelcomplaint@adventgroup.co.uk

Tel : 020 7743 8346

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:

Complaints, Lloyd’s, One Lime Street, London, EC3M 7HA

Email : complaints@lloyds.com

Tel : +44 (0) 20 7327 5693

Fax : +44 (0) 20 7327 5225

Website : www.lloyds.com/complaints

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr

Alternatively, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers an businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email : complaint.info@financial-ombudsman.org.uk

Tel : +44 (0) 300 123 9 123

Website : www.financial-ombudsman.org.uk

HOLIDAYINSURANCE.COM

In the first instance please contact:

Policy/ Sales

The Complaints Manager, holidayinsurance.com at Brokersure Ltd, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email : holidayinsurance.com@intermediatedservices.co.uk

Tel : 01376 809178

Claims

The Branch Manager, URV, 1 Tower View, Kingshill, West Malling, Kent ME19 4UY

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

GOINSURE

In the first instance please contact:

Policy/ Sales

The Complaints Manager, GoInsure at Brokersure Ltd, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email : GoInsure@intermediatedservices.co.uk

Tel : 01376 809178

Claims

The Branch Manager, URV, 1 Tower View, Kingshill, West Malling, Kent ME19 4UY

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

FIT2TRAVEL

In the first instance please contact:

Policy/ Sales

The Complaints Manager, Fit2Travel at Brokersure Ltd, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Tel : 01376 809178

Claims

The Branch Manager, URV, 1 Tower View, Kingshill, West Malling, Kent ME19 4UY

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

SPECTRUM TRAVEL INSURANCE

In the first instance please contact:

Policy/ Sales

Customer Care Manager, Spectrum Travel Insurance, 109 Elmers Ed Road, Beckenham, Kent BR3 4SY

Email : quality@spectrumtravelinsurance.co.uk

Claims

The Customer Relations Manager, Spectrum Travel Insurance Customer Relations Department, One Victoria Street, Bristol Bridge, Bristol BS1 6AA

Email : complaints@travelclaimsservices.com

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

TOP DOG

In the first instance please contact:

Policy/ Sales

Customer Care Manager, Top Dog Insurance, 109 Elmers Ed Road, Beckenham, Kent BR3 4SY

Email : quality@topdoginsurance.co.uk

Claims

The Customer Relations Manager, Top Dog Insurance Customer Relations Department, One Victoria Street, Bristol Bridge, Bristol BS1 6AA

Email : complaints@travelclaimsservices.com

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

FLEXICOVER

In the first instance please contact:

Policy/ Sales

Customer Care Manager, Flexicover, 109 Elmers Ed Road, Beckenham, Kent BR3 4SY

Email : quality@flexicover.co.uk

Claims

The Customer Relations Manager, Flexicover Customer Relations Department, One Victoria Street, Bristol Bridge, Bristol BS1 6AA

Email : complaints@travelclaimsservices.com

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

ALLSAFE

In the first instance please contact:

Policy/ Sales

AllSafe, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email : allsafeinsurance@intermediatedservices.co.uk

Claims

The General Manager, Rightpath Claims, Airport House, Purley Way, Croydon, Surrey CR0 0XZ

Email : admin@rpclaims.com

Tel : +44 (0) 208 667 1600

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

DIRECT2INSURE

In the first instance please contact:

Policy/ Sales

Direct2Insure, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex CO5 9SE

Email : direct2insure@intermediatedservices.co.uk

Claims

Intana, Sussex House, Perrymount Road, Haywards Heath, West Sussex RH16 1DN

Email : Quality@intana-assist.com

Tel : 01444 442011

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

FISH

In the first instance please contact:

Policy/ Sales

The Complaints Officer, Fish Insurance, 12 Sceptre Court, Sceptre Way, Bamber Bridge, Preston PR5 6AW

Email : travel@fishinsurance.co.uk

Tel : 0333 331 3900

Claims

Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex SS7 2DD

Email : info@csal.co.uk

Tel : 0800 923 4213

If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.

FIT4TRAVEL

In the first instance please contact:

For all claims excluding End Supplier Failure and Legal Costs and Expenses:

The Claims Director, Intana, Sussex House, Perrymount Road, Haywards Heath, West Sussex RH16 1DN

Email : quality@intana-assist.com

For End Supplier Failure:

Policyholder and Market Assistance, Lloyd's, One Lime Street, London EC3N 7HA

Email : complaints@lloyds.com

For Legal Costs and Expenses:

Managing Director, Lexceteras Limited, Minerva House, Holbeach Technology Park, Holbeach, Lincolnshire PE12 7PT

FREESPIRIT

If your claim relates to your policy sale please contact:

The Customer Service Manager, Free Spirit, Stansted House, Rowlands Castle, Hampshire, PO9 6DX

Email : customerservices@pjhayman.com

Tel : 023 9241 9833

If Your complaint relates to a claim or the emergency and medical assistance provided please contact:

Customer Relations Department, Cigna Travel Insurance, 1 Drake Circus, Plymouth PL1 1QH

Email : customerrelations.plymouth@cignainsurance.co.uk

Tel : 0330 100 7701

If You are still not satisfied then you may be able to refer your complaint to the Financial Ombudsman Service.

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 (FOS) at:

Exchange Tower, London E14 9SR

Tel : 0300 123 9 123 or 0800 023 4567 Fax : 020 7327 5225

Website : www.financial-ombudsman.org.uk

Email : complaint.info@financial-ombudsman.org.uk

Please note the FOS will not deal with your complaint if you submit it to the sooner than 8 weeks after receipt of the complaint, or longer than 6 months after you have received a written final response. If you make a complaint your legal rights will not be affected.