Complaints
At Lighthouse Travel Insurance, we aim to deliver the highest standards for every customer. But if we ever fall short of your expectations, we want to hear about it.
We take complaints seriously and will do our best to resolve any issues quickly, fairly, and clearly. Whether it’s something we can fix or something we need to explain better, your feedback helps us improve.
If your complaint is about how your policy was sold by Lighthouse Travel Insurance, please contact:
Complaints Manager
Lighthouse Travel Insurance Complaints
Suite 12,
20 Churchill Square,
Kings Hill,
West Malling,
Kent,
ME19 4UY
Email: complaints@tifgroup.co.uk
Telephone: 0333 005 1082
Open: 9am – 5pm Monday – Friday
If you purchased a TopDog Product
If your complaint relates to a claim, or assistance that you received whilst travelling, please contact:
The Complaints Officer, International Medical Group, 3rd Floor, Fitzalan House, Fitzalan Court, Cardiff. CF24 0EL
Tel: 01444 465581
Email: qualityassurance@imglobal.com
If you purchased any other product
If your complaint relates to a claim, or assistance that you received whilst travelling, please contact:
Quality Department
Collinson Insurance Services Limited
Sheencroft House
10-12 Church Road
Haywards Heath
RH16 3SN
Email: Complaints@collinsoninsurance.com
Telephone: 0333 005 1083
What information do I need to provide to make a complaint?
Make sure you tell us your name and policy reference number, claims number or assistance reference. We’ll also need to know the reason for your complaint, and how best to contact you.
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.
If you’re not happy with our response to your complaint
If you feel we’ve not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. But if you’re unhappy with the outcome or we’ve been unable to resolve it within 8 weeks you can ask the Financial Ombudsman Service (FOS) to carry out an independent review of your complaint. FOS is an agency for arbitrating on unresolved complaints between regulated firms and their clients. The service provided by the FOS is free and impartial and contacting them does not affect your legal rights. If you decide to contact them, you should do so within 6 months of our response letter.
You can contact them by:
Email: complaint.info@financial-ombudsman.org.uk
Phone:
UK: 0300 123 9123 or 0800 023 4567
Abroad: +44 20 7964 0500
Writing to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Their website also has a great deal of useful information: www.financial-ombudsman.org.uk