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: [email protected]

Tel: 0330 880 3600

Claims

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

Email: [email protected]

Tel: 01702 554 443

In the event you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to either the Complaints team at Chaucer Syndicates Limited or Lloyd’s:

Chaucer Complaints, Plantation Place, 30 Fenchurch Street, London EC3M 3AD

Email: [email protected]

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: [email protected]

Tel: +44 (0) 20 7327 5693

Fax: +44 (0) 20 7327 5225

Website: www.lloyds.com/complaints

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: [email protected]

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: [email protected]

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

Email: [email protected]

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 06305B.

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: [email protected]


DIRECT TRAVEL TI

Policy/ Sales

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

Email: [email protected]

Tel: 0330 880 3600

Claims

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

Email: [email protected]

Tel: 01702 554 443

In the event you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to either the Complaints team at Chaucer Syndicates Limited or Lloyd’s:

Chaucer Complaints, Plantation Place, 30 Fenchurch Street, London EC3M 3AD

Email: [email protected]

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: [email protected]

Tel: +44 (0) 20 7327 5693

Fax: +44 (0) 20 7327 5225

Website: www.lloyds.com/complaints

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: [email protected]

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: [email protected]

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: [email protected]


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: [email protected]

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: [email protected]


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

Email: [email protected]

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: [email protected]


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: [email protected]

Claims

Quality and Improvements Manager, URV, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Email: [email protected]

Tel: 0203 829 6604

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: [email protected]


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: mailto:[email protected]

Claims

Quality and Improvements Manager, URV, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Email: [email protected]

Tel: 0203 829 6604

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: [email protected]


FLEXICOVER

In the first instance please contact:

Policy/ Sales

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

Email: [email protected]

Claims

Quality and Improvements Manager, URV, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Email: [email protected]

Tel: 0203 829 6604

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: [email protected]


ALLSAFE

In the first instance please contact:

Policy/ Sales

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

Email: [email protected]

Tel: 0330 880 3604

Claims

Quality and Improvements Manager, URV, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Tel: +44 (0) 203 829 6604

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: [email protected]


DIRECT2INSURE

In the first instance please contact:

Policy/ Sales

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

Email: [email protected]

Claims

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

Email: [email protected]

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: [email protected]


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: [email protected]

Tel: 0333 331 3900

Claims

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

Email: [email protected]

Tel: 01702 427172

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: [email protected]


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: [email protected]

For End Supplier Failure:

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

Email: [email protected]

For Legal Costs and Expenses:

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

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: [email protected]


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: [email protected]

Tel: 023 9241 9833

Claims

Quality and Improvements Manager, URV, 1 Tower View, Kings Hill, West Malling, Kent ME19 4UY

Tel: +44 (0) 203 829 6604

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: [email protected]