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.
How to Make a Complaint
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.
When getting in touch, please include:
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
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.
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.
Online Complaint Form
We’re sorry you’ve had a reason to complain.
We take all feedback seriously and want to make things right. Please fill out this form so our team can investigate your concerns and get back to you as soon as possible. Fields marked with * are required.