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 Holidaysafe was not up to the standard you were expecting. Whether you are unhappy with the product itself, the level of service you received or the way in which your claim was handled, please contact us – we will do our best to help you.

When making a complaint, please include as much information as possible in order for us to help you quicker such as your policy or claim number, phone call dates and times and a full background of what has happened.

You can either send us an email: complaints@infinityinsurance.co.uk

Or write to: The Complaints Officer, Infinity Insurance Solutions Ltd
1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY

Telephone: 0203 829 3889

What will happen next?

We will always treat your complaint fairly and will try to resolve it as soon as possible.

If your complaint is about how your policy was sold then we will investigate and correspond with you accordingly, otherwise we will ensure that your complaint is promptly passed to the appropriate insurer, who will contact you with details of how they will deal with your complaint.

If the issue is a complex one, it is possible that either we or the insurers will need longer to look into what’s happened and we, or they may ask you for further information to help reach a decision. Either we or the insurers will give you regular updates, and once your complaint has been dealt with both we and the insurers will go back and see what can be learnt from your experience.

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

If you feel that either we or the insurers have not taken everything into account, or if you can provide further information, please let us know as we will be happy to have another look at it. If you are unhappy with the outcome, or if your complaint is not resolved within 8 weeks, you can ask the Financial Ombudsman Service (FOS) to review your complaint. If you are unsure if the FOS will consider your complaint, please contact them directly for advice. The service provided by the FOS is free and impartial and contacting them does not affect your legal rights.

Their address is Exchange Tower, Harbour Exchange Square, London, E14 9SR

Their telephone advice line is 0800 023 4567 (free if calling from a landline) or 0300 123 9123 if calling from a mobile. You can send an e-mail to complaint.info@financial-ombudsman.org.uk or visit www.fos.org.uk

If you have purchased your policy on line and are unhappy with the product or the service you received, you can also use the European Commission’s Online Dispute Resolution service to make a complaint at http://ec.europa.eu/consumers/odr/ . The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after the insurers have had the opportunity to consider and resolve this.

Please note, Holidaysafe’s online prices automatically include a 15% discount against our Customer Service Centre prices.

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