Our commitment to you
At Holiday Extras, we strive to ensure that our customers are treated fairly and you are happy with our service, so if you are dissatisfied with a travel insurance policy you have purchased with us we take your concerns very seriously. It is therefore important to us that our process for handling your concerns is clear and transparent and that you are kept fully informed of how your complaint is progressing.
If you wish to make a complaint, you can contact us by email to firstname.lastname@example.org or by calling us on 01303 815318. Lines are open weekdays 9.00am - 5.00pm. You can also write to us at the address below
Customer Experience Team
Any complaints regarding a claim should be referred to the underwriter. Details of this information can be found in your policy documentation.
To help us deal with your complaint as quickly and efficiently as possible, please tell us your name, address, phone number, and your policy or quotation number. If available, please also enclose copies of any relevant correspondence.
How we will deal with your complaint
On receipt of your complaint, we will either respond in full, or, if this is not possible, we will acknowledge its receipt within five business days. We will give you the contact details for the experienced member of staff who is handling your complaint.
Some complaints can be resolved easily, within a few days, but others are more complicated and require significant investigation to ensure that the outcome we propose is fair and consistent.
In line with the guidelines set by the FCA (Financial Conduct Authority), we will strive to resolve your complaint as quickly as possible.
In the unlikely event that we have not resolved your complaint after eight weeks, we will write to you stating why we are still not in a position to make a final response and indicating to you when we expect to be able to provide you with this.
Our final response will outline the investigation that we have carried out into your complaint, and details of how we propose to address it. Please feel free to contact us at any stage of your complaint with any further information as this will help us reach a fair outcome.
When we send you our final response we will include a leaflet entitled "Your Complaint and the Ombudsman". This explains the procedure to follow if you are either unhappy with our final proposed solution, or unhappy with waiting longer than eight weeks to receive our final response and you wish to take your complaint to the Financial Ombudsman Service. We would always ask that our customers give us the opportunity to resolve any complaint about your travel insurance policy before you approach the Ombudsman.
We would like to reiterate that Holiday Extras takes all complaints extremely seriously. We will strive to ensure that they are dealt with fairly and that a satisfactory conclusion is reached.