Complaints Procedure
Complaints Procedure
We strive to always provide the highest standards of service. However, we recognise that sometimes, we can get it wrong and take any concerns or feedback you have seriously. Our complaints procedure has been created with the primary objective of dealing with your concerns promptly and fairly and allows us the opportunity to review our internal processes and decision making accordingly.
If you are dissatisfied with any aspect of our service, and wish to make a complaint, please get in touch using the details below and we will ensure a full investigation is carried out and respond to you as soon as we can.
When contacting us regarding your complaint, please quote your name and policy number (as shown on your policy schedule) as well as any relevant claim number if available, in all correspondence. We ask that you give us as much detail about your concerns as possible, including any evidence you feel may be relevant. This will aid our investigation and ensure we can respond quickly.
How to make a complaint
In the first instance we would encourage you to write to us using the details below:
Complaints Team
ETI
Afon House
Worthing Road
Horsham
West Sussex
RH12 1TL
Email: complaints@ergo-travel.co.uk
Customer Services +44 (0) 1403 788 513
The “Legal Costs and Expenses” section of your policy is insured by DAS Legal Expenses Insurance Company Limited. If you wish to complain in relation to this section, please forward details of your complaint to:
Customer Relations Department
DAS Legal Expenses Insurance Company Limited
DAS Parc
Greenway Court
Bedwas
Caerphilly
CF83 8DW
Email: customerrelations@das.co.uk
Tel: 0344 893 9013
www.dasinsurance.co.uk/complaints
Email us
Alternatively, you can reach our customer service & complaints team using the email below.
complaints@ergo-travel.co.uk
What happens next?
We will always aim to resolve your complaint as quickly as possible. If we cannot reach an early resolution, your complaint will be escalated for further investigation by our formal complaints team who will keep you updated along the way. We will write to you and acknowledge that your complaint has been raised and explain the next steps. This could include contacting other areas of the business or other companies so please try to be patient whilst we await their responses.
The Complaints Team will investigate your complaint fully and ideally write to you within 4 weeks to outline their findings and a resolution. If, at the 4-week point, we need more time to investigate, we will write to you to confirm this.
As soon as we are confident that a thorough investigation has been completed and that we can provide an unbiased decision, we will issue our final response. Under guidance from the Financial Conduct Authority we must do this within 8 weeks (56 days) from the date we received your complaint. If there are exceptional circumstances that prevent us from adhering to this timescale, we will write to you at this point and provide information on how you can refer the matter to the Financial Ombudsman Service.
During our investigation, we aim to keep you as informed on our progress as possible. We may need to contact you at various points should we require any further information or to provide an update. Should you wish to contact us for any reason during this time, please use the contact details found above.
How to refer to the Financial Ombudsman Service
Once we have issued our final response, or your complaint exceeds 56 days without a resolution, you may refer your complaint to the Financial Ombudsman Service free of charge should you remain unhappy. You must do this within 6 months of the date of our final response or they may not be able to consider your complaint.
Here is how you can contact them:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567, Monday to Friday 8am-5pm and Saturday 9am-1pm
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
