We try to live up to our customer promise by setting ourselves high standards. However, there are sometimes 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.
Please contact us using the form below but to make sure we can help tell us:
Alternatively you can send an email to: firstname.lastname@example.org
Or write to:
The Customer Insights Manager,
tifgroup , 1, Tower View,
Kings Hill, West Malling,
Telephone: 0203 829 6604
And once we’ve dealt with your complaint, we’ll go back and see what we can learn from your experience.
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:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500
Financial Ombudsman Service
Their website also has a great deal of useful information:
If you have purchased your policy on line and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint at http://ec.europa.eu/consumers/odr/ . The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service.
*Please note, online prices automatically include a 15% discount against the Customer Service Centre prices.
tifgroup is a trading name of Travel Insurance Facilities plc which is authorised and regulated by the Financial Conduct Authority FRN 306537 registered office address is 2nd Floor, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY, United Kingdom.
Union Reiseversicherung AG is authorised in Germany by BaFin and regulated in the United Kingdom by the Financial Conduct Authority and in The Republic of Ireland by the Insurance Regulator.
© Travel Insurance Facilities Plc 2019, All rights reserved.