If You Have a Complaint

Letting us know about a complaint or problem

At Start Travel we’re committed to providing the very best service at all times, but we recognise that sometimes things can go wrong. If you’re unhappy with the service you’ve received, or the outcome of a claim, it’s important for us to know this so we can investigate the matter fully. And if something hasn't gone right, we can then implement the appropriate changes to make things better.

Our commitment to you

When we receive a complaint, we promise to deal with it promptly, effectively and in a positive manner. We will keep you informed of the progress of our investigation and adhere to the timelines set out by the Financial Conduct Authority (FCA).

How to let us know about a complaint or problem

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.

For complaints relating to gadget claims

In the first instance, please contact:

Customer Relations Officer, Taurus Insurance Services Limited, Suite 2209-2217 Eurotowers, Europort Road, Gibraltar

Email: gadget.complaints@taurus.gi

Telephone: 0333 320 1240

For complaints relating to legal costs and expenses claims

In the first instance, please contact:

Customer Relations Department, DAS Legal Expenses Insurance Company Limited, DAS Parc, Greenway Court, Bedwas, Caerphilly, CF83 8DW.

Email: customerrelations@das.co.uk

Telephone: 0344 893 9013

Web: DAS’s online complaint form at www.dasinsurance.co.uk/complaints

Further details of DAS’s internal complaint-handling procedures are available on request.

For complaints relating to claims under all other sections of this Policy

In the first instance, please contact:

starttravel.co.uk Travel Insurance Claims, 308-314 London Road, Hadleigh, Benfleet, Essex, SS7 2DD Email: complaints@csal.co.uk

Telephone: 0330 175 7856

For all other complaints, including complaints about the sale of any section of this Policy

In the first instance, please contact:

Customer Relations Officer, starttravel.co.uk, Suite 2209-2217 Eurotowers, Europort Road, Gibraltar. Email: complaints@start-travel.uk

Telephone: 0333 320 1240

Our complaints procedure

The following outlines how we deal with complaints and what you can expect from us.

• We will acknowledge your complaint within five working days of receiving your complaint.
  
  
• We will investigate your complaint and endeavour to send a final response within four weeks following receipt of your complaint. If we are unable to provide you with a final response within this timeframe, we will send you an update to let you know what is happening.
  
  
• Where we have been unable to issue a final response within four weeks, we will endeavour to send a final response to you within eight weeks of receiving your complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why and advise you when you can expect a final response.
  
  
• If more than eight weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process), you can contact the Financial Ombudsman Service (FOS) -
  Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
  Or by calling – 0800 023 4567
  The purpose of the Financial Ombudsman Service is to help resolve complaints if you’re unhappy with the response received from your provider. The service is impartial and there’s no charge. Whilst the provider has an obligation to adhere to the decision of the FOS you are not, and your legal rights are not affected by contacting them.
  You can find out more by visiting their website www.financial-ombudsman.org.uk
  
  
• Please be aware that the Financial Ombudsman Service will only be able to review your complaint after Start Travel have reviewed it and had the opportunity to resolve it. You must refer your complaint to the Financial Ombudsman Service within six months of the date of the final response.