How to make a complaint

It is our intention to provide you with the best service possible, but there may be occasions when you feel we have not done so. If this should happen, please tell us so that we may do our best to rectify the situation.

  • You may contact the Complaints Manager, either in writing at:

    The Complaints Manager
    Travel & General Insurance Services Limited
    117 Houndsditch
    EC3A 7BT

    Or by telephoning 020 7065 5300

    If we are unable to immediately resolve your complaint, we will acknowledge your complaint in writing within one working day of receipt and will endeavour to resolve it within six weeks.

  • Escalating a complaint

    If the Complaints Manager is unable to satisfactorily resolve your complaint you may escalate it by writing to the Managing Director at the address above. We will endeavour to issue a ‘final response’ letter within eight weeks of notification of your complaint, but will write to you with an explanation if we are unable to do so.

    If we are unable to settle your complaint, and following our ‘final response’ letter, you may be able to refer it to the Financial Ombudsman Service (FOS).

    The FOS can be contacted at:


    Financial Ombudsman Service
    South Quay Plaza
    183 Marsh Wall
    London E14 9SR

    Or by telephoning 0845 080 1800