Complaints
Procedure – Policies Underwritten by URV
We are
committed to providing you with an exceptional level of service and customer
care. We realise that things can go wrong and there may be occasions when you
feel that we have not provided the service you expected. If this happens, we
want to hear about it so that we can try to put things right.
For travel
claims and how your policy was sold:
Please write
to:
Customer
Insights Manager
Citybond
Suretravel
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
By email: complaints@tifgroup.co.uk
By telephone:
0203 829 6604
For gadget
claims:
Please write
to:
Taurus
Insurance Services Ltd
Suite
2209-2217
Eurotowers
Europort Road
Gibraltar
GX11 1AA
By email: complaints@taurus.gi
By telephone:
0203 829 6686
Please
note that for complaints regarding Gadget Claims related to policies issued
prior to the 1st January 2020 then the policyholder would
need to submit their complaint as per below:
Customer Insights
Manager
Citybond
Suretravel
1 Tower View
Kings Hill
West Malling
Kent
ME19 4UY
By email: complaints@tifgroup.co.uk
By telephone:
0203 829 6604
If you are
still not satisfied with the outcome you may refer your case to the Financial
Ombudsman Service:
Please write
to:
The Financial
Ombudsman Service
Exchange
Tower
London
E14 9SR
By email: complaint.info@financial-ombudsman.org.uk
By telephone: 0800 023 4567 from a landline or 0300 123 9123 from a mobile
phone
Web: www.financial-ombudsman.org.uk
You are also
able to use the EC On-line Dispute Resolution (ODR) platform at: https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en
who will notify FOS on your behalf.”
Complaints
about non-insured events and your travel arrangements must be referred to your
travel organiser.