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We aim to provide the highest service standards at all times.  However, we recognise that we do sometimes get things wrong.  Accordingly, we have set up a complaints procedure to allow you to tell us about an aspect of out service that you are dissatisfied with and to allow us to review our processes and decisions we might have made.  Our objectives are to ensure that your concerns are dealt with promptly and fairly.

Please quote your name, as shown on your policy schedule, your policy number and, if your complaint is about a claim, the claim number, in all correspondence and telephone calls.  In the first instance we would encourage you to write to us and ask for your complaint to be investigated.

The Managing Director

ETI, Afon House, Worthing Road, Horsham, West Sussex, RH12 1TL, England

Email: contract@ergo-travel.co.uk

Web: www.ergotravelinsurance.co.uk

 

The “Legal Costs and Expenses” section of your policy is insured by DAS Legal Expenses Insurance Company Limited.  If you wish to complain in relation to this particular section, please forward details of your complaint to:

Customer Relations Department, DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side, Temple Back, Bristol, BS1 6NH

Email: customerrelations@das.co.uk

Tel:     0344 893 9013

 

If we (or DAS) cannot resolve your complaint to your satisfaction you should contact:

 

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

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

Tel:      0800 023 456

 

Full details of their impartial complaints procedure can be found on their website.

www.financial-ombudsman.org.uk

 

The Financial Ombudsman Service can only deal with your complaint after you have followed our full complaints procedure.  If you use our complaints procedure or complain to the Financial Services Ombudsman, your right to take legal action against us is not affected.

 

 

Our holiday to Lanzarote was cancelled…

Our holiday to Lanzarote was cancelled, I called up to change the destination, it was done within a few minutes with no extra cost. Very happy & will use again.

ERGO Customer - September 2020