ACE is dedicated to providing a high quality service and wants to maintain this at all times. If you are not satisfied with this service, please contact ACE immediately, quoting your Policy details, so that your complaint can be dealt with as soon as possible.
If you have a complaint about the sale of your Policy or the Customer Service you have received please contact:
The Customer Service Manager
Egg Travel Insurance
PO BOX 1018, Ashdown House
125 High Street, Crawley
West Sussex
RH10 1DQ
Tel 0800 519 9931 or +44 (0)1293 726419
e-mail: egg.travelinsurance@acegroup.com
If you have a complaint in relation to Claims please contact:
The Claims Manager
308 - 314 London Road
Hadleigh
Benfleet
Essex SS7 2DD
Tel: 0800 519 9932 or +44 (0)1293 726422
The existence of these complaints procedures does not affect any right of legal action you may have against ACE.
For further information about your statutory rights contact the Office of Fair Trading or Citizens Advice Bureau.
ACE is a member of the Financial Ombudsman Service (FOS), who may be approached for assistance, if you are not satisfied following receipt of ACE’s final response. A leaflet explaining its procedure is available on request.
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London
E14 9SR
Telephone 0845 080 1800;
Fax 0207 964 1001;
www.financial-ombudsman.org.uk
In the unlikely event of ACE being unable to meet its liabilities, a Policyholder may be entitled to compensation under the Financial Services Compensation Scheme. Their contact details are:
Financial Services Compensation Scheme,
7th Floor Lloyds Chambers,
Portsoken Street,
London,
E1 8BN
Fax: 020 7892 7301