Please note, we can only provide cover for trips that start on or after the date that travel resumes for all UK residents and the country you are due to visit has lifted restrictions. We are not currently providing quotes for travel prior to 15th February 2021. Please note our policies do not provide cover if you travel against FCDO advice. For more information, please read more here: FAQ pageRead More Here Cancel Policy |
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Complaints procedure We take all complaints seriously. If you wish to register a complaint about our service, then please contact The Complaints Department, either:
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: 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. |