complaints

we try to live up to our promise to you by setting ourselves high standards. however, there may sometimes be cases in which you may feel that your experience with us was not up to the standard you were expecting. if this happens, we want you to tell us. we’ll do our best to put things right as soon as possible or explain something we could have made clearer.

if your complaint relates to sales messaging, the way in which your policy was sold to you, the medical screening service or regarding information about your policy, please contact:

complaints manager

albert & eddie complaints
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY

email: complaints@albertandeddie.co.uk

telephone: 0333 005 1107

open: 9am – 5pm monday – friday

if your complaint relates to a claim, or assistance that you received whilst travelling, please contact:

quality department
collinson insurance services limited
sussex house
perrymount road
haywards heath
west sussex
rh16 1dn

email: complaints@collinsoninsurance.com

telephone: 0333 333 9702

if your complaint relates to the end supplier sections of cover or claims and you purchased your policy before 19th december 2023, please contact:

end supplier complaints (ipp)
compliance officer
liberty mutual insurance europe se, 20 fenchurch street, london, ec3m 3aw.

email: complaints@libertyglobalgroup.com

telephone: +44 (0)203 758 0840

What information do I need to provide to make a complaint?

make sure you tell us your name and policy reference number, claims number or assistance reference. we’ll also need to know the reason for your complaint, and how best to contact you.

how long do i have to wait for a response?

we will acknowledge receipt of your complaint within 5 working days. our complaints team will then investigate and respond to your compliant as soon as possible. you will receive a final response in writing from us within 8 weeks.

if you’re not happy with our response to your complaint

if you feel we’ve not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. but if you’re unhappy with the outcome or we’ve been unable to resolve it within 8 weeks you can ask the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. FOS is an agency for arbitrating on unresolved complaints between regulated firms and their clients. the service provided by the FOS is free and impartial and contacting them does not affect your legal rights. if you decide to contact them, you should do so within 6 months of our response letter.

you can contact them by:

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

phone:
uk: 0300 123 9123 or 0800 023 4567
abroad: +44 20 7964 0500

writing to:
financial ombudsman service
exchange tower
london
e14 9sr

their website also has a great deal of useful information:
www.financial-ombudsman.org.uk