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.
The Customer Service Manager,
Santander Travel Insurance,
PO BOX 1018,
Ashdown House,
125 High Street,
Crawley,
West Sussex,
RH10 1DQ.
Tel: 0800 519 9922 or if calling from abroad +44 (0)1293 726327
Fax: 01293 726272
Email: santander.travelinsurance@ace-ina.com
Claims: 0800 519 9925 or if calling from abroad +44 (0)1293 726329
Or, if your complaint is about the sale of your Policy you should contact Santander first.
The existence of these complaints procedures does not affect any right of legal action you may have against ACE.
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