Complaints

As a Travel Insurance 4 Medical customer, you are entitled to expect quality service. Yet if you feel your experience with us has been unsatisfactory, you have a right to make your feelings known. That's why we have a clear, fair and unbiased complaints procedure.

How to make a complaint

We know it's frustrating to be left waiting. To help make sure your comments are investigated promptly, please provide as much detail as you can about your experience. It would also help to include your policy or your name and address as well as the date and time of relevant phone calls that have taken place.

Use the details below to ensure your complaint reaches the right place.

If your complaint relates to the service you have experienced with Travel Insurance 4 Medical:

Just email complaints@rothwellandtowler.co.uk or call 0345 90 80 171. Alternatively you can write to:

The Complaints Manager
Rothwell & Towler Ltd
Tourism House
Woodwater Park
Pynes Hill
Exeter
EX2 5WS

If your complaint relates to the way a claim was handled, the emergency assistance provision or anything else concerning the actual policy itself then please refer to your Policy Wording for the insurer Complaints Procedure.

What happens next if your complaint was about Travel Insurance 4 Medical?

We take complaints very seriously and will acknowledge receipt of your comments within 24 hours. After that we will begin an investigation and return to you with a resolution as soon as we can - usually within five days.

In rare circumstances your complaint may need further investigation. If that's the case we will let you know and try to resolve your case within four weeks. You will receive clear updates throughout the investigation process.

Whilst we do not handle complaints about claims or assistance you can expect a similar standard from your insurer too.

Resolving your complaint

If following an investigation we agree that your grievance is legitimate, we will get in touch with you to explain how we plan to rectify the situation and the measures we have put in place to ensure the same thing doesn't happen again.

Escalating your complaint

If you are unhappy with the outcome of your complaint, you can ask us to take another look at your comments. That may be a good idea if you have new information that wasn't made available to us when you submitted your original complaint.

Alternatively you could ask the Financial Ombudsman Service to review your complaint. The FOS is a free and impartial service created by the government to resolve disputes between financial businesses and their customers.

If you choose to take your comments to the FOS, we will give you all the information you need. Or you can email complaint.info@financial-ombudsman.org.uk and find out more by calling the FOS on 0800 023 4567 or visiting www.fos.org.uk. This must be done within 6 months of our final response. The FOS will inform you directly of its decision. Referral to the FOS will not prejudice your right to take subsequent legal proceedings.

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 "product name" 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 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.