Logging a complaint

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Everyone at Holiday Extras Car Insurance is committed to providing you with excellent customer service, but we accept that occasionally things go wrong. We take all complaints seriously and have a commitment across our business to treat all customers fairly. Where we have made a mistake we want to put things right quickly so we welcome your feedback.

How do you log a complaint?

By Telephone

Call and speak to one of our experienced complaints handlers in the Complaints Team on 0800 083 5477. Please have to hand your client reference number, we will also require your name, address and contact number.

The Customer Journey Team opening hours are:
Monday – Friday 9:00am until 5:30pm

However any member of staff will be happy to help you outside of these hours – the call centre opening hours are:

Monday – Thursday 9:00am until 8:00pm
Friday 9:00am until 7:00pm
Saturday 9:00am until 4:00pm
Bank holidays 10:00am until 4:00pm

By Letter

If you prefer to put your concerns in a letter please write to:
The Complaints Department
Holiday Extras Car Insurance
Lysander House,
Catbrain Lane,
Bristol BS10 7TQ

In order for us to deal with your complaint as quickly as possible please include the following information in your letter.

• A brief overview of your issue
• What you would like us to do to resolve it
• Your name and address
• A daytime telephone number and the best time to call you
• Your client reference number or policy number – these details can be found on your policy documents

We need this information to help us understand what went wrong for you and to enable us to investigate your concerns with the appropriate people.

Our promise to you

We will:

• Acknowledge all complaints promptly.
• Keep you informed of progress.
• Use the information from your complaint to proactively improve our service in the future.
• Do everything possible to resolve your complaint.
• Investigate quickly and thoroughly.

Our complaints handling procedure

At Holiday Extras Car Insurance we try our best to resolve every complaint to the highest standard. However, should you still have concerns you may be entitled to refer it to the Financial Ombudsman Service. Please address your complaint in writing to:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR

Tel: 0800 023 4567 (from a landline) or 0300 123 9 123 (from a mobile)
Email: [email protected]
Website: www.financial-ombudsman.org.uk

We are also required to inform you that you can use the European Commission's Online Dispute Resolution platform to provide details of your complaint, if you purchased your policy online. The complaint will then be forwarded to the Financial Ombudsman Service however this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.