How to make a complaint about your travel insurance

How to make a complaint?

We are committed to treating our customers fairly. However, we realise that there may be times when things go wrong. If this happens, please let us know by using the contact details below.

For complaints about the sale of your travel insurance contact:

The Complaints Officer

Columbus Direct

Sussex House

Perrymount Road

Haywards Heath

West Sussex

RH16 1DN

By email

For complaints about claims or medical emergency service contact:

Columbus Claims  

Sussex House

Perrymount Road

Haywards Heath

West Sussex

RH16 1DN

Tel: +44 (0) 20 8865 1654 (we may record telephone calls).


If you have any other type of complaint, please refer to the policy wording.

What information do I need to provide?

Please tell us your name and your travel insurance policy, claim number or assistance reference. The reason for your complaint and how to contact you.

When happens next and how long do I have to wait for a response?

We will acknowledge receipt of your complaint within 5 working days. Our complaints team will then investigate and respond to your compliant as soon as possible. You will receive a final response in writing from us within 8 weeks.  

What happens if I’m not happy with the outcome of my complaint? 

If you remain dissatisfied after receiving our final response to your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of receiving our response.

If you do not refer your complaint in time, the Financial Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

The FOS is an independent organisation and will review your case.

The Financial Ombudsman Service

Exchange Tower Harbour

Exchange Square

London E14 9SR

Tel No. 0800 023 4567 if calling from a landline 0300 123 9123 if calling from a mobile.


You can visit the Financial Ombudsman Service website at

If you take any of the action mentioned above, it will not affect your right to take legal action.

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