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Making a complaint

If, despite our good intentions, you believe that our service or advice has not come up to expectations, we will meet our obligations and make every effort to deal with your complaint expeditiously,as it is always our intention to provide a first class service.

Should you have any cause for complaint you should in the first instance contact our Chief Executive, Harold Lawrence:

• In writing, at Go Walkabout Travel Insurance, 26A Reginald Road, Bexhill-on- Sea, East Sussex TN39 3PH.
• By telephone at 0845 345 0327.
• By email at enquiries@go-walkabout.co.uk.

Upon receipt of a complaint we will:

• Deal with all complaints in the manner prescribed by the FSA.
• Treat all complaints seriouslyand investigate the matter fully.

The timescales for dealing with a complaint are as follows:

• If the complaint cannot be dealt with by the end of the next working day, we will provide a written acknowledgementwithin 5 working days.
• If we believe that the complaint should be redirected to another organisation, we will advise you within 5 working days and endeavour to provide details to who the complaint should be redirected.
• In complicated cases we will endeavour to complete all investigations within 20 working days. If we are unable to resolve the matter at that point we will advise you of the position and give our best estimate of when we anticipate conclusion.
• Within eight weeks we will either send a final response or explain why we remain unable to conclude the matter.

At that stage eligible complainants as defined by the FSA may refer the matter to the Financial OmbudsmanService. You may also check with the FSA direct. When a final response is sent an eligible complainant may also refer the complaint to the FinancialOmbudsmanService if dissatisfied with the outcome.

Your insurer, Equity Red Star, are managed by Equity Syndicate Management Ltd which is authorised and regulated by the Financial Services Authority and also operate a complaint procedure, details of which are in the policy.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Full details and further information on the scheme are available from the FSCS.

Quality cover - Affordable premiums

Please call us now on:

0845 345 0327

Recommendations | Making a Claim | Making a Complaint | Your Obligations

Arranged for Go Walkabout Travel Insurance, 26A Reginald Road, Bexhill-on-Sea, East Sussex, TN39 3PH
Telephone - 0845 345 0327.
Email info@go-walkabout.com Underwritten by Equity Red Star.

Equity Red Star is managed by Equity Syndicate anagement Ltd which is authorised and regulated by the Financial Services Authority. Equity Syndicate Management Ltd is Registered in England No. 5515548. Registered Office: Library House, New Road, Brentwood, Essex, CM14 4GD.