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Making yourself heard

We are dedicated to providing you with a high quality service and want to ensure that this is maintained at all times. If you feel that we or another party connected with this policy have not offered a first class service please write and tell us.


In respect of any questions or concerns about the handling of a claim you should put your question or concern to:

The Managing Director
ERGO Travel Insurance Services Limited
Afon House
Worthing Road
West Sussex RH12 1TL
Email: [email protected]

Customer Services

If your complaint is about the way this policy was sold, you should put your question or concern to:

Customer Services Manager
Avanti Travel Insurance
Britannia House
3-5 Rushmills Business Park
Bedford Road

Email: [email protected]
Telephone: 0333 006 3213

We expect that the majority of complaints will be quickly and satisfactorily resolved at this stage, but if you are not satisfied with our final response, you can take the issue further.

If you remain dissatisfied you can contact:

The Financial Ombudsman Service (FOS):

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001
Email: [email protected]

The FOS is an independent body that arbitrates on complaints about general insurance products and other financial services. It will only consider complaints after we have provided you with written confirmation that our internal complaints procedure has been exhausted. Please note that you have six months from the date of our final response in which to refer your complaints to the FOS. Referral to the FOS does not affect your right to take legal action.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). If we fail to carry out our responsibilities, you may be entitled to compensation from the Financial Services Compensation Scheme. Information about the scheme is available at www.fscs.org.uk or by phone on 0800 678 1100 or 0207 741 4100.

European Commission Online Dispute Resolution (ODR) platform

You can also use the ODR platform if you bought your policy online. Set up by the EU, this service will allow you to make a complaint about a good or service you bought and find a neutral third party (‘dispute resolution body’) to handle the dispute.

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