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Contact us

 

Customer service

 

  58 Market Square, St. Neots, Cambridgeshire, PE19 2AA

  help@onetreetravel.co.uk

  01223 785 570

Emergency medical assistance

 

  +44 (0) 208 608 4163

 

The emergency medical assistance service is provided by Healix International. This line is available 24/7/365.

Claims

 

  01608 641351

 

The claims service is provided by Roger Rich (part of the Claims Consortium Group)

Complaints

 

It is our aim to give a high standard of service and to meet any claims covered by these policies honestly, fairly and promptly. There are, however, times when misunderstandings occur. If you do not feel that the matter has been dealt with to your satisfaction or you have some new evidence which we have not seen, please contact us in writing, explaining why you do not think our decision is correct.

 

If your query is regarding the selling of your policy: Customer Service Manager on 01480 220 673 or write to: One Tree Travel at 58 Market Square, St Neots, Cambridgeshire. PE19 2AA. If your query is regarding policy cover, claims service or the emergency assistance service please refer to the policy wording for the appropriate contact details.


If you remain dissatisfied with the outcome and you do wish to complain please forward details of you complaint in the first instance, as follows:


Ask the Financial Ombudsman Service (FOS) to review your case. Their address is Exchange Tower, Harbour Exchange Square, London, E14 9SR.

 

For enquiries and consumer helpline telephone 0300 123 9123 from a mobile or 0800 023 4567 from a landline. Further information can be found at their website www.financial-ombudsman.org.uk. FOS can only consider complaints after you have received a final response from us. You are also able to use the EC On-line Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr who will notify FOS on your behalf.