Complaints Process

If you should have a complaint regarding us, or any issue in respect of your insurance, you should follow our Internal Dispute Resolution (IDR), outlined below.

In the first instance you should contact Columbus Direct detailing your complaint:

Email: complaints@columbusdirect.com

Tel: +44 20 8253 5087 (please note: lines only available during UK office hours)

Post: Complaints Officer, Columbus Direct, Sussex House, Perrymount Road, Haywards Heath, West Sussex RH16 1DN, United Kingdom

Your complaint will be acknowledged, in writing, within 5 business days of receipt.  A decision on your complaint will be provided to you, in writing, within 30 calendar days of the complaint being made.  If this is not achievable due to the complaint being complex, you will be contacted and advised of the reason for the delay, the circumstances that must be established to handle the case and the expected timescale within which a response will be provided, which will not be more than 60 (sixty) days after the complaint has been received.

You may also have the right to escalate the matter externally, in line with the process applicable to your country of residence, as outlined below:

Austria, Belgium, Cyprus, Czech Rep, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland

If you have purchased your contract online, and are resident in the EU, you may also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is www.ec.europa.eu/odr.

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.

Austria

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Market Authority (FMA) in Austria. The contact details are as follows:

Austrian Financial Market Authority
Consumer Information and Complaints department
Otto-Wagner-Platz 5
1090 Vienna
Austria

Tel: +43 1 249 59 3444
Fax: +43 1 249 59 3499
E-mail: fma@fma.gv.at
Website: www.fma.gv.at/en/complaints-and-points-of-contact/

Belgium

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being received, you may be eligible to refer your complaint to the Insurance Ombudsman in Belgium. The contact details are as follows:

Insurance Ombudsman
de Meeussquare 35
1000 Brussels
Belgium

Tel: +32 (2) 547 58 71
Fax: +32 (2) 547 59 75
E-mail: fma@fma.gv.at
Website: https://www.ombudsman.as/fr

Cyprus

Should you remain dissatisfied with the final response or if you have not received a final response within 3 (three) months of the complaint being received, you may be eligible to refer your complaint to the Financial Ombudsman of the Republic of Cyprus. The contact details are as follows:

Financial Ombudsman of the Republic of Cyprus
PO Box 25735
1311 Nicosia
Cyprus

Tel: +357 2284 8900
E-mail: complaints@financialombudsman.gov.cy
Website: www.financialombudsman.gov.cy

Czech Republic

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Czech National Bank. The contact details are as follows:

Czech National Bank
Consumer Protection Department
Na Príkope 28
115 03 Prague 1
Czech Republic

Tel: 22 441 4359/2887
Fax: 22 441 2261
E-mail: spotrebitel@cnb.cz
Website: www.cnb.cz/en/consumer/consumer_protection/index.html

Denmark

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being received, you may be eligible to refer your complaint to the Insurance Complaints Board in Denmark. The contact details are as follows:

Insurance Complaints Board
Anker Heegaards Gade 2, 1.
DK–1572 Copenhagen V
Denmark

Tel: +45 33 15 89 00
E-mail: ankeforsikring@ankeforsikring.dk
Website: www.ankeforsikring.dk/Sider/english.aspx

Estonia

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Consumer Protection Board in Estonia. The contact details are as follows:

Consumer Disputes Committee
Consumer Protection Board
Pronksi 12,
10117 Tallinn
Estonia

Tel: +372 6201 920
E-mail: avaldus@komisjon.ee or info@tarbijakaitseamet.ee
Website: www.tarbijakaitseamet.ee/en/consumer-disputes-committee

Finland

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Bureau or the Consumer Disputes Board. The contact details of these organisations are as follows:

Financial Ombudsman Bureau
Porkkalankatu 1
00180 Helsinki
Finland

Tel: +358 9 6850 120
Fax: +358 9 6850 1220
E-mail: info@fine.fi
Website: www.fine.fi/en/frontpage.html

Consumer Disputes Board
Hämeentie 3
P.O. Box 306
00531 Helsinki
Finland

Tel: +358 29 566 5200
Fax: +358 29 566 5249
E-mail: kril@oikeus.fi
Website: www.kuluttajariita.fi/en/index/kuluttaja-asiat/kuluttaja-asiat/vakuutuksetjapankit.html

France

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Arbiter for Financial Services in Malta. The contact details are as follows:

Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta

Tel: 80072366 (from inside Malta)
Tel: +356 212 49245 (from outside Malta)
E-mail: complaint.info@financialarbiter.org.mt
Website: www.financialarbiter.org.mt/en/Pages/Home.aspx

Germany

You may refer your complaint to the Federal Financial Supervisory Authority (BaFin) in Germany without first contacting the party identified above, or at any time after you have made your complaint. The contact details are as follows:

Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Strasse 108
53117 Bonn
Germany

Tel: 0800 2 100 500 (from inside Germany)
Tel: ++49 (0)228 41080
E-mail: poststelle@bafin.de
Website: www.bafin.de/EN/Verbraucher/BeschwerdenAnsprechpartner/ beschwerdenansprechpartner_node_en

Gibraltar

Should you remain dissatisfied with the final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of receiving our final IDR response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. It is important to note that FOS will not consider your complaint until you have received a final decision via our IDR.

Tel: +44 20 7964 1000
Fax: +44 20 7964 1001
E-mail: complaint.info@financial-ombudsman.org.uk
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom

Greece

Should you remain dissatisfied with the final response or if you have not received a final response within 50 (fifty) calendar days of the complaint being received, you may be eligible to refer your complaint to the Hellenic Consumers Ombudsman, the Bank of Greece or the General Secretariat of Consumer Affairs in Greece. The contact details of the above organisations are as follows:

Hellenic Consumers Ombudsman
144 Alexandras Avenue
114 71, Athens
Greece

Tel: +30 210 646 0862
Fax: +30 210 646 0414
E-mail: grammateia@synigoroskatanaloti.gr
Website: www.synigoroskatanaloti.gr/index.html

Complaints referred to the Hellenic Consumers Ombudsman must be submitted to it within 3 (three) months of you becoming aware of the act or omission that gave rise to the complaint.

Bank of Greece
21 E. Venizelos Avenue
102 50, Athens
Greece

Tel: +30 210 320 1111
Fax: +30 210 323 2239/2816
E-mail: complaints@bankofgreece.gr

General Secretariat of Consumer Affairs
Kaniggos Sq.
10181 Athens
Greece

E-mail: info@efpolis.gr
Website: www.efpolis.gr/

Hungary

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) calendar days of the complaint being made, you may be eligible to refer your complaint to the Financial Consumer Protection Centre or the Financial Arbitration Board in Hungary. The contact details for these organisations are as follows:

Financial Consumer Protection Centre
Hungarian National Bank
BKKP Postafiók: 777
1534 Budapest
Hungary

Tel: +36 80 203 776
E-mail: ugyfelszolgalat@mnb.hu
Website: www.mnb.hu/en/financial-consumer-protection-center

The Financial Arbitration Board
Krisztina korut 39
1013 Budapest
Hungary

Tel: +36 14 899 100
E-mail: pbt@pszaf.hu
Website: www.mnb.hu/en/hungarian-financial-arbitration-board

Iceland

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Supervisory Authority in Iceland. The contact details are as follows:

The Insurance Complaints Committee
Financial Supervisory Authority
Höfðatún 2
105 Reykjavík
Iceland

Tel: + 354 520 3700
Fax: +354 520 3727
E-mail: urskvatr@fme.is
Website: www.en.fme.is/supervision/consumer-affairs/the-insurance-complaints-committee/

Ireland

Should you remain dissatisfied with the final response or if you have not received a final response within 40 (forty) business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The contact details are as follows:

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 Vstrong9
Republic of Ireland

Tel: +353 1 567 7000
E-mail: info@fspo.ie
Website: www.fspo.ie

Italy

Should you remain dissatisfied with the final response or if you have not received a final response within forty five (45) business days of the complaint being made, you may be eligible to refer your complaint to the Institute for Insurance Supervision (IVASS). The contact details are as follows:

Institute for Insurance Supervision (IVASS)
via del Quirinale 21
00187 Rome
Italy

Tel: 800 486661 (from Italy)
Tel: +39 06 42021 095 (from outside Italy)
Fax: +39 06 42133 745 or +39 06 42133 353
E-mail: ivass@pec.ivass.it
The IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used. Please see the link below.
www.ivass.it

Latvia

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Consumer Rights Protection Centre or the Financial and Capital Markets Commission. The contact details of these organisations are as follows:

Consumer Rights Protection Centre
Brivibas Street 55
LV-1010
Latvia

Tel: +371 6545 2554
Fax: +371 6738 8634
E-mail: ptac@ptac.gov.lv
Website: www.ptac.gov.lv/en/content/consumer-protection-0

Financial and Capital Market Commission
Kungu iela 1
Riga
LV-1050
Latvia

Tel: 67774800
E-mail: fktk@fktk.lv
Website: www.fktk.lv/en/commission/about-us/2011-10-19-consumer-complaints-hand.html

Liechtenstein

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Market Authority. The contact details are as follows:

Financial Market Authority
Landstrasse 109
P.O. Box 279
9490 Vaduz
Liechtenstein

Tel: +423 236 73 73
Fax: +423 236 73 74
E-mail: info@fma-li.li
Website www.fma-li.li/en/client-protection/complaints.html

Lithuania

Should you remain dissatisfied with the final response or if you have not received a final response within 14 (fourteen) or 30 (thirty) calendar days (as applicable) of the complaint being received, you may be eligible to refer your complaint to the Bank of Lithuania. The contact details are as follows:

Bank of Lithuania
Supervision Service
Žirmūnų g. 151
LT-09128 Vilnius
Lithuania

Tel: +370 5 268 0029
Fax: +370 5 268 0038
E-mail: info@lb.lt
Website www.lb.lt/consumer_protection

Luxembourg

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Consumers’ Union in Luxembourg. The contact details are as follows:

Consumers' Union (ULC)
55, rue des Bruyères
L-1274 Howald
Luxembourg

Tel: 49 60 22 1
Fax: 49 49 57
E-mail: info@ulc.lu
Website www.ulc.lu/fr/Organes/Detail.asp?T=2&D=descr&ID=6

Malta

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Arbiter for Financial Services in Malta. The contact details are as follows:

Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta

Tel: 80072366 (from inside Malta)
Tel: +356 212 49245 (from outside Malta)
E-mail: complaint.info@financialarbiter.org.mt
Website www.financialarbiter.org.mt/en/Pages/Home.aspx

Netherlands

Should you remain dissatisfied with the final response or if you have not received a final response within 6 (six) weeks after the complaint has been received by the insurer, you may be eligible to refer your complaint to the Complaints Institute for Financial Services (Kifid) in the Netherlands. The contact details are as follows:

Complaints Institute for Financial Services (Kifid)
Postbus 93257
2509 The Hague
The Netherlands

Tel: +31 (0) 70 333 8 999
E-mail: consumenten@kifid.nl
Website www.kifid.nl

Norway

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being received, or at any time after you have made the complaint to the party named above, you may be eligible to refer your complaint to the Complaints Board for Consumers in Banking and Finance Matters. The contact details are as follows:

Complaints Board for Consumers in Banking and Finance Matters (FinKN)
Postboks 53 Skøyen
0212 Oslo
Norway

Tel: +47 23 13 19 60
Fax: +47 23 13 19 70
E-mail: post@finkn.no
Website www.finkn.no/English

Poland

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) days of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman. The contact details are as follows:

Financial Ombudsman
Al. Jerozolimskie 87
02-001 Warsaw
Poland

Tel: +48 22 333 73 26/27
Fax: +48 22 333 73 29
E-mail: biuro@rf.gov.pl
Website www.rf.gov.pl/

Portugal

Should you remain dissatisfied with the final response or if you have not received a final response within 20 (twenty) calendar days (or 30 (thirty) calendar days for exceptional or complex cases) of the complaint being received, you may refer your complaint to an independent Customers' Ombudsman in accordance with law in Portugal. Insurers providing insurance policies in Portugal must appoint an independent Customers' Ombudsman in Portugal. The Ombudsman will review the complaint within 30 (thirty) calendar days of receipt (or 45 (forty five) calendar days in exceptional cases) and issue a recommendation accordingly.

Lloyd's Insurance Company S.A. has appointed the following lawyer as its Ombudsman in Portugal:

Mr Gonçalo Vareiro

PACC.V, Sociedade de Advogados RL
Rua Braamcamp, n.º 6, 1.º Esq.
1250-050 Lisbon
Portugal

Fax: +351 213 802 629
E-mail: gvareiro@paccv.com

You may also bring a complaint before the Authority for the Supervision of Insurance and Pension Funds (ASF). The contact details are below:

Authority for the Supervision of Insurance and Pension Funds (ASF)

Av. da República, 76
1600-205 Lisbon
Portugal

Tel: (351) 21 790 31 00

Fax: (351) 21 793 85 68S

Slovakia

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the National Bank of Slovakia. The contact details are as follows:

National Bank of Slovakia
Department for the Protection of Financial Consumers
Imricha Karvaša 1
813 25 Bratislava
Slovakia

Tel: 02 5787 1111 or 02 5787 3371
Fax: +48 22 333 73 29
E-mail: info@nbs.skorspotrebitel@nbs.sk
Website www.nbs.sk/en/consumer/about-us/how-to-file-a-complaint

Slovenia

Should you remain dissatisfied with the final response or if you have not received a final response within 30 (thirty) business days of the complaint being received, you may be eligible to refer your complaint to the Mediation Centre of the Slovenian Insurance Association. The contact details are as follows:

Mediation Centre of the Slovenian Insurance Association
Železna cesta 14
1000 Ljubljana
Slovenia

Tel: 00386 1 3009381
E-mail: irps@zav-zdruzenje.si
Website www.zav-zdruzenje.si/en/adr-alternative-consumer-dispute-resolution/

Spain

Should you remain dissatisfied with the final response or if you have not received a final response within two months of the complaint being made, you may voluntarily submit a dispute to arbitration in accordance with the terms of the Spanish Law for the Protection of Consumers and Users and related subordinate legislation, without prejudice to the provisions of the Arbitration Law in the event that the parties submit any dispute to the decision of one or more arbitrators. You may be eligible to refer your complaint to the Directorate General of Insurance in Spain. The contact details are as follows:

Dirección General de Seguros
Miguel Ángel, 21
28010 Madrid
España

Tel: 952 24 99 82
Website: www.dgsfp.mineco.es/es/Consumidor/ProteccionAsegurado/Paginas/InformacionProcedimiento.aspx

Sweden

Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the National Board for Consumer Complaints. The contact details are as follows:

National Board for Consumer Complaints (ARN)
Box 174
101 23 Stockholm
Sweden

Tel: +46 8 50 88 60 00
Fax: +46 8 50 88 60 01
E-mail: arn@arn.se
Website www.arn.se

Switzerland

Should you remain dissatisfied with the final response from the above or if you have not received a final response within eight weeks of the complaint being made, you may be eligible to refer your complaint to the Ombudsman of Private Insurance. The contact details are as follows.

Head office and office for German speakers:

Ombudsman of Private Insurance, In Gassen 14, Postfach 181, 8024 Zurich, Switzerland
Tel: 044 211 30 90
Fax: 044 212 52 20
E-mail: help@versicherungsombudsman.ch

Branch office for French speakers:

Ombudsman of Private Insurance, Chemin des Trois-Rois 2, Case postale 5843, 1002 Lausanne,
Switzerland
Tel: 021 317 52 71
Fax: 021 317 52 70
E-mail: help@ombudsman-assurance.ch

Branch office for Italian speakers:

Ombudsman of Private Insurance, Via Giulio Pocobelli 8, Casella postale, 6903 Lugano, Switzerland
Tel: 091 967 17 83
Fax: 091 966 72 52
E-mail: help@ombudsman-assicurazione.ch

If you have purchased your contract online, and are resident in the EU, you may also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is