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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.

For further information and details of the process involved please refer to your Policy Wording. Please choose from the brands below for contact details:

  1. Direct Travel Insurance
  2. Direct Travel Gadget Insurance
  3. Direct Travel TI
  4. Fit2Travel
  5. AllSafe
  6. Freespirit

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

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 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


FIT2TRAVEL

If your complaint relates to your policy or Sales:
Write to: The Complaints Manager, Fit2Travel at 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 Complaints Manager, Arch Insurance (UK) Limited, 5th Floor, 60 Great Tower Street, London, EC3R 5AZ
Email: complaints@archinsurance.co.uk
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


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


FREESPIRIT

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 under Sections A-N inclusive:
Write to: Roger Rich & Company, 2a Marston House, Cromwell Park, Chipping Norton, Oxfordshire, OX7 5SR
Email: enquiries@rogerrich.co.uk
Tel: 01608 641 351

Should you remain dissatisfied with the outcome of your complaint from Brokersure Ltd. or Roger Rich & Company you may refer your complaint to Lloyd's.
Visit www.lloyds.com/complaints
Write to: Complaints at Lloyd's, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN
Email: complaints@lloyds.com
Tel: 0207 327 5673

Details of Lloyd's complaints procedure are set out in a leaflet titled ‘Your Complaint - How We Can Help’, which is available online at www.lloyds.com/complaints. Alternatively, you may ask Lloyd's for a hard copy.

If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to an alternative dispute resolution (ADR) body.

If you live in England, Scotland, Wales or Northern Ireland, the contact information is:
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

If you live in the Channel Islands, the contact information is:
Visit www.ci-fo.org
Write to: Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands, JE4 9QG
Email: enquiries@ci-fo.org
Tel: Jersey - 0534 748610, Guernsey - 01481 722218, International - +44 1534 748610, Facsimile - +44 1534 747629

If you live in the Isle of Man, the contact information is:
Visit www.gov.im/oft/ombudsman/
Write to: Financial Services Ombudsman Scheme, Thie Slieau Whallian, Foxdale Road, St John's, Isle of Man, IM4 3AS
Email: ombudsman@iomoft.gov.im
Tel: +44 (0) 1624 686500
Fax: +44 (0) 1624 686504

For complaints relating to Section O - End Supplier Failure insurance only:
Write to: Compliance Officer, Liberty Mutual Insurance Europe SE, 20 Fenchurch Street, London EC3M 3AW
Email: complaints@libertyglobalgroup.com
Tel: 0203 758 0840

GOODTOGO

If you would like to complain about the outcome of your claim or assistance provided, please forward details of your complaint in the first instance as follows.

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

If your complaint relates to your policy or Sales:
Write to: The Complaints Manager, Ancile Insurance Group Ltd., Kao Hockham Building, Edinburgh Way, Harlow, Essex, CM20 2NQ
Email: complaints@ancileinsurance.com

They will then acknowledge receipt by email within 5 business days of receiving your complaint. Or in the unlikely event that they require longer than 4 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 8 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 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

You must do this within six months from the date of the final response.


Need help?

UK Customer Services0330 880 3600*

Open Monday to Friday 8:30am to 6pm, Saturday 8:30am to 4pm and closed Sundays

*Calls are recorded for training and monitoring purposes.

UK Emergency Assistance

Direct Travel (Allianz) - 01444 465 553 

AllSafe (Allianz) - 01444 465 553

Fit2Travel (Arch) - 01243 621 501

Freespirit (Canopius) - 0203 819 7170

Goodtogo (Red Sands) - 01444 465 573

Available 24 hours a day, every day.