Complaints procedure
We take all complaints seriously. If you wish to register a complaint about our service, then please contact The Complaints Department, either:
- In writing at: Crispin Speers & Partners Limited, St Clare House, 30-33 Minories, London. EC3N 1PE
- By telephone: (020) 7977 5700
- By email: cspcomplaints@cspinsurance.com
- We will acknowledge your complaint within 24 Hours
- Where your complaint relates to services provided by others we will make them aware of it and ensure that this is handled by them
If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS) which, once contacted, will liaise with us on your behalf. This must be done within 6 months of our final response letter. The FOS will inform you directly of its decision. Referral to the FOS will not prejudice your right to take subsequent legal proceedings.
Their address is:
The Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (if calling from a landline) or 0300 123 9123 (if calling from a mobile)
Email: complaint.info@financial-ombudsman.org.uk.
Website: www.financial-ombudsman.org.uk
Online Dispute Resolution – ODR
This is an initiative from the European Commission that helps European Union (EU) residents, who have bought goods or services online, get complaints resolved. It is designed mainly to assist where the customer is in one EU country and the company that supplied the goods or services is in another.
If you have purchased a nowicantravel product online you can submit a complaint through the ODR platform in any of the official languages of the EU.
You can access the ODR website at http://ec.europa.eu/odr.
The platform will send your complaint to an Alternative Dispute Resolution Provider which in the UK is the Financial Ombudsman Service.