Our Complaints Procedure
You have the right to expect the best possible service and support. If we have not delivered the service that you expected, or you are concerned with the service provided, we would like the opportunity to put things right.
If your complaint is about the sale of your policy:
Call: 01376 809 193
Email: enquiries@holidayinsurance.com
Write to: Holidayinsurance.com, Digital House, Threshelfords Business Centre, Feering, Colchester, Essex, CO5 9SE
If your complaint is about a claim on your policy:
Email: claimcomplaints@axa-assistance.co.uk
Phone: 0330 678 3436
Post: Complaints Team, AXA Partners, The Quadrangle, 106-118 Station Road, Redhill, RH1 1PR
When you contact us, any letters or emails should have the heading ‘COMPLAINT’. Please provide:
- Your name, address and postcode, telephone number and email address (if you have one).
- Your policy number and / or claim number and the type of policy you have.
- The reason for your complaint.
- Supporting or extra information.
What to do if you are still not satisfied:
If you are still not satisfied then you may be able to ask the Financial Ombudsman Service to look at your complaint. You must approach the Financial Ombudsman Service within six months of getting our final response to your complaint. We will remind you of the time limits in the final response.
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0300 123 9123 or 0800 023 4567
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Website: www.financial-ombudsman.org.uk
We must accept the Ombudsman’s final decision, but you do not have to and can take further action if you want to. You do not need to use our complaints procedure to take legal action. However, the Financial Ombudsman Service may not make a decision on any cases where you have started legal action against us.
