Complaints
Able2Travel Travel Insurance aim to provide the highest standard of service to every customer. If our service does not meet your expectations, we want to hear about it, so we can try to put things right. All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response.
We have a fair and thorough internal complaints procedure which ensures all complaints are handled promptly and fairly. The first step is to contact the relevant department by phone, email or in writing following the instructions below.
Making a Complaint
If your complaint relates to the sale and/or administration of your policy, please contact:
Able2Travel Travel Insurance
C/O Voyager Insurance Services Ltd.
Friary Court
13-21 High Street
Guildford
Surrey
GU1 3DG
Tel: 01483 806 680
Email: enquiries@voyagerins.com
Please Include:
- Your name, address and postcode, telephone number and e-mail address (if You have one)
- Your policy and/or claim number, and the type of policy You hold
- The reason for Your complaint.
- Any written correspondence should be headed ‘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 5 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 4 weeks, We will send You a full written response as soon as We can, and in any event within 8 weeks of receipt of Your complaint.
Unable to Resolve Your Complaint?
If You are dissatisfied with Our response You can raise the matter with the Financial Services and Pensions Ombudsman (FSPO), an independent body that adjudicates on complaints
Visit: www.financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
If Your Complaint Relates to a Claim, Please Contact:
The Complaints Officer
Claims Settlement Agencies Ltd.
308-314 London Road
Hadleigh
Benfleet
Essex
SS7 2DD
Tel: 01702 746 549 Email: complaints@csal.co.uk
When you make contact please provide the following information;
- Your name, address and postcode, telephone number and e-mail address (if You have one)
- Your policy and/or claim number, and the type of policy You hold
- The reason for Your complaint.
- Any written correspondence should be headed ‘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 5 days of receipt. We will then investigate Your complaint and, in most cases, send You a full response in writing within 4 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 8 weeks of receipt of Your complaint.
Unable to Resolve Your Complaint?
If You are dissatisfied with Our response You can raise the matter with the Financial Services and Pensions Ombudsman (FSPO), an independent body that adjudicates on complaints
Visit: www.financial-ombudsman.org.uk
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
To confirm whether you are eligible to ask the Financial Ombudsman Service to review your complaint please contact them at:
https://www.financial-ombudsman.org.uk/consumers/how-to-complain.
Making a complaint will not affect your right to take legal action.