Complaints procedures

ACE is dedicated to providing a high quality service and wants to maintain this at all times. If you are not satisfied with this service, please contact ACE immediately, quoting your Policy details, so that your complaint can be dealt with as soon as possible.

Customer Service
ACE Travel Insurance
PO BOX 1086

Tel 0800 028 2396 or if calling from abroad +44 (0)1293 726225
Fax: 01293 726272
Email: ace.traveluk@acegroup.com

Or, if you have arranged your Policy via an intermediary, you should contact them first.

The existence of these complaints procedures does not affect any right of legal action you may have against ACE.

Financial Ombudsman Service

ACE is a member of the Financial Ombudsman Service (FOS), who may be approached for assistance, if you are not satisfied following receipt of ACE’s final response. A leaflet explaining its procedure is available on request.

Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
E14 9SR

Telephone 0845 080 1800;
Fax 0207 964 1001;

Financial Services Compensation Scheme

In the unlikely event of ACE being unable to meet its liabilities, a Policyholder may be entitled to compensation under the Financial Services Compensation Scheme. Their contact details are:

Financial Services Compensation Scheme,
7th Floor Lloyds Chambers,
Portsoken Street,
E1 8BN

Fax: 020 7892 7301