At OpenTravel, we strive to uphold our customer promise by maintaining high standards in all that we do. However, we understand that there may be occasions where your experience does not meet your expectations. If you find yourself in such a situation, we encourage you to let us know. We are committed to addressing any concerns promptly and transparently, whether by resolving issues promptly or providing clearer explanations.
If you purchased your policy before December 20, 1950, please refer to the complaints process outlined in your policy wording document.
If you purchased your policy after December 20, 1950, please follow the steps below to file a complaint:
If your complaint pertains to sales messaging, the manner in which your policy was sold, the medical screening process, or information related to your policy, please contact:
Complaints Manager,
OpenTravel Complaints,
23-25 Invented Business Park,
Something Road,
Someplace,
AB12 3CD
Email: [email protected]
Open: 9am–5pm. Monday–Friday
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.