How to make a complaint

We aim to provide our response as soon as possible.

In some cases, our final response may take up to 8 weeks, but we’ll keep you updated as our investigation continues.

Over 2 million trips protected last year
abroad and in the UK

Online Complaint Form

If you’re unhappy with any part of our service, please contact us using the details below. We will investigate your complaint fully and respond as soon as possible.

About You

Are you the policy holder? *

What is your full name *

What is your relationship to the policy holder? *

Email address *

Phone number

About Your Policy

Policy holder’s full name *

Policy number *

Claim number

Which insurer is your policy with? *

Other

Support Needs

Do you need any extra support to help you submit or follow up on this complaint? *

Please describe the support you need

Your Complaint

Brief description of your complaint *

Please describe your complaint in as much detail as possible *

What would you like us to do to resolve this issue?

How we use your personal data

We’ll use the information you share with us to understand and respond to your complaint. We do this in line with all legal and regulatory requirements. If you’d like to know more about how we collect, use, and protect your personal data, please take a look at our Privacy Statement – ERGO Travel Insurance.

How to Make a Complaint

What Happens Next?

We will always try to resolve your complaint as quickly as possible. If we can’t provide an immediate resolution, we will:

Acknowledge your complaint and explain the next steps.

Investigate fully, which may include contacting other departments or companies.

Provide an update within 4 weeks. If we need more time, we will let you know.

Issue a final response within 8 weeks as required by the Financial Conduct Authority (FCA). If exceptional circumstances delay this, we will inform you of your right to refer the complaint to the Financial Ombudsman Service.

Referring to the Financial Ombudsman Service

If you are not happy with our final response, or if 56 days have passed without resolution, you can refer your complaint to the Financial Ombudsman Service free of charge. You must do this within 6 months of our final response.

What to include when getting in touch

Your name and policy number (found on your policy schedule).

Any relevant claim number, if available.

A detailed description of your concern, along with any supporting evidence.

Contact Details

Complaints Team

ERGO Travel Insurance

Afon House

Worthing Road

Horsham

West Sussex

RH12 1TL

Email: complaints@ergo-travel.co.uk

Phone: +44 (0) 1403 788 737

If your complaint is about the Legal Costs and Expenses section of your policy, please contact:

Customer Relations Department

DAS Legal Expenses Insurance Company Limited

DAS Parc

Greenway Court

Bedwas

Caerphilly

CF83 8DW

Email: customerrelations@das.co.uk

Phone: 0344 893 9013

www.dasinsurance.co.uk/complaints

Contact Details

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Phone: 0800 023 4567 (Mon-Fri: 8am-5pm, Sat: 9am-1pm)

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

Website: www.financial-ombudsman.org.uk

We will keep you updated throughout the process, but if you have any questions, feel free to get in touch.