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Complaints

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 Mail Finance Travel Insurance was not up to the standard you were expecting. When making a complaint, please include as much information as possible to allow us to review your case in a timely manner, such as your policy or claim number, phone call dates and times and a full background of what has happened.

If you wish to register a complaint and/or request a copy of our complaints procedure please contact us either:

  • In writing and address it to:
    The Customer Insights Manager, Travel Insurance Facilities Plc, 1, Tower View, Kings Hill, West Malling, Kent ME19 4UY
  • By telephone: 0203 829 38892
  • By email to: complaints@tifgroup.co.uk

If you’re not happy with the response to your complaint

If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsman Service (FOS). You can find out more about this by visiting the FOS web site at www.financial-ombudsman.org.uk. You are also able to use the EC On-line Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr who will notify FOS on your behalf