Staysure complaints
If you’re unhappy with our service, we want to know so we can put things right
Our complaints process
We class a complaint as any expression of dissatisfaction – whether written or verbal.
Please select an option below that best describes your complaint for us to help you further, or read the common questions in our FAQs section.
Please include your policy/quote number, as well as your contact details for us to respond to you as soon as possible.
Your complaint will be assigned to the complaints department who will acknowledge your complaint in writing within 5 days and issue a final response within 8 weeks.
If you believe your complaint hasn't been handled appropriately, or you're unhappy with the outcome, it may then be referred to the Financial Ombudsman Service. You'll have 6 months to contact the FOS following your complaint.
What is your complaint about?
Select this option if you have a complaint relating to the sale of your policy or mid-term amendment.
Email: [email protected]
Our lines are open Monday - Friday 8.30am - 8pm. Saturday 9am - 5.30pm. Sunday 10am - 4pm
Contact detailsAddressStaysure Customer Service Manager,
Britannia House
3-5 Rushmills Business Park
Bedford Road
Northampton
NN4 7YBComplaint relating to your travel insurance policy claims handling process.
Contact detailsAddressThe Managing Director
ERGO Travel Insurance Limited
Afon House
Worthing Road
Horsham
West Sussex
RH12 1TLIf you have a complaint regarding legal expenses please use the address listed
Contact detailsAddressThe Managing Director
DAS Legal Expenses Insurance Company LTD,
DAS House
Quay Side
Temple Back
Bristol
BS1 6NHIf you have a complaint regarding end supplier failure please use the contact details listed.
Contact detailsPhone020 3758 0840Email[email protected]AddressCompliance Officer
Liberty Mutual Insurance Europe SE
20 Fenchurch Street
London
EC3M 3AW- For policies bought on or after 18 May 2023:
If you need to submit a complaint regarding gadget cover please check when the policy was purchased and submit your complaint using the following details
If you have a complaint with how your terrorism cancellation cover claim is being handled then please reach out using the list contact details.
Contact detailsPhone01420 383012Email[email protected]AddressThe Managing Director
Reactive Claims
Attwood House
Mansfield Business Park
Four Marks
Hampshire GU34 5PZWe are sorry to hear that you have a complaint regarding your car hire excess waiver claim. Please reachout via email so they can try and resolve your complaint.
If you have a complaint regarding holiday home sales please reach out via email or by post.
Contact detailsEmail[email protected]AddressStaysure Customer Service Manager
Britannia House
3-5 Rushmills Business Park
Bedford Road
Northampton
NN4 7YBIf you have a complaint regarding holiday home sales please reach out via email or by post.
Contact detailsPhone01708 777 710Email[email protected]AddressGeo Personal Lines
Quay Point
Lakeside Boulevard
Doncaster
DN4 5PLIf you have a complaint regarding holiday home sales please reach out.
Contact detailsPhone01708 777 710Email[email protected]AddressGeo Personal Lines
Quay Point
Lakeside Boulevard
Doncaster
DN4 5PLIf you have a complaint regarding the sale of your golf cover please reach out to our team.
Contact detailsPhone0800 007 4560Email[email protected]AddressStaysure Customer Service Manager
Britannia House
3-5 Rushmills Business Park
Bedford Road
Northampton
NN4 7YBIf you have a complaint regarding the claim process of your golf cover please reach out to them via email or post
Contact detailsEmail[email protected]AddressThe Managing Director
ERGO Travel Insurance Limited
Afon House
Worthing Road
Horsham
West Sussex
RH12 1TL
Complaint FAQs
You will receive a written acknowledgement within 5 days of raising your complaint. We have up to 8 weeks to investigate and respond to a complaint, however we aim to contact you a lot sooner. If you are travelling within this period, please let us know and we will mark your complaint as a priority to deal with urgently.
While we attempt to investigate and resolve complaints as quickly and efficiently as possible, we have up to 8 weeks to resolve a complaint and provide you with our final decision.
You can submit a complaint in writing to [email protected] or via our address:
Britannia House, 3-5 Rushmills Business Park, Bedford Rd, Northampton NN4 7YB
Alternatively, you can contact our Customer Service team by telephone on 0333 006 8033When a complaint has been resolved within 3 working days, a Summary Resolution Letter is given. If the complaint can't be resolved within 3 working days, a Final Resolution Letter will be issued within 8 weeks.
If you remain unhappy with the outcome of your complaint, you may escalate your case to the Financial Ombudsman Service when a Summary Resolution Letter or Final Response Letter has been raised. If you have not received a response to your complaint within 8 weeks, you may also escalate directly to the Financial Ombudsman Service at this stage.
If your complaint was raised to us more than 8 weeks ago, you have the right to escalate your complaint to the Financial Ombudsman Service.