Travel Insurance

How to register a complaint

We recognise the importance of service and set ourselves high standards. Should there be an occasion when Columbus Direct do not meet your expectations we are equally committed to dealing with any complaint in a thorough and professional manner. If you wish to register a complaint, please contact us in the following ways:

In Writing
The Complaints Officer
Columbus Direct
17 Devonshire Square,
London,
EC2M 4SQ

By Telephone
0870 8902988

By Email
complaints@columbusdirect.com

Once you have contacted our Complaints Officer and told them about your complaint, depending upon the nature of the complaint, you may be able to reach a satisfactory resolution through a telephone conversation or you may be requested to put your complaint in writing.

Please note the Complaints Officer will be unable to help with complaints regarding the claims handlers, assistance service or the insurers. To register those types of complaints, please refer to your policy wording or policy summary for the appointed contact details.

The complaints procedure

With the exception of complaints that can be resolved by the close of business on the next working day, the Complaints Officer will:

1. Acknowledge your complaint in writing within 5 workings days of receipt, informing you of whom within the company is dealing with your complaint and the timescale in which you can expect to receive a response (normally within 4 weeks).
2. Remind you of our complaints procedure by attaching this complaints procedure documents to the acknowledgement letter

Responding to complaints

The Complaints Officer will endeavor to deal with all complaints at the earliest possible opportunity but if a response cannot be given within 4 weeks, they will inform you in writing of the reason(s) why and advise you when you can expect to receive a final response (the maximum time will be 8 weeks).
If after 8 weeks a final response still cannot be given we will write to you explaining why we cannot provide a final response and inform you when you can expect to receive one. We will also inform you that you may be able to complain to the Financial Ombudsman Service (FOS) about the delay and send you a copy of the FOS explanatory leaflet.

When the complaint has been fully investigated we will inform you of the out come from one of these three options:

1. Acceptance of the complaint with or without compensation of redress
2. Rejection of the complaint with reasons for doing so
3. A partial acceptance of the complaint with or without compensation or another form of redress

The matter will be regarded as closed if you do not take up the complaint with FOS within 8 weeks of the date of the final response.