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Complaints Procedure

 
 
 
HOW TO MAKE A COMPLAINT

For customers based in the EEA:

If you have a complaint, we really want to hear from you. We welcome your comments as they give us the opportunity to put things right and improve our service to you.

Please telephone us on: (020) 8776 3750.
Or write to:
The Customer Services Manager
International Passenger Protection Limited,
IPP House, 22-26 Station Road,
West Wickham, Kent BR4 0PR
Fax: (020) 8776 3751
Email: info@ipplondon.co.uk

Please make sure that you quote the policy number which can be found on your Schedule. br/>
It is our policy to acknowledge any complaint within 5 working days advising you of who is dealing with your concerns and attempt to address them.

We will provide you with a written response outlining our detailed response to your complaint within two weeks of receipt of the complaint. You will receive either our written response or an explanation as to why we are not in a position to provide one within four weeks of receipt of your complaint.

If you are not satisfied with the response you receive, or we have failed to provide you with a written response, you may have the right to contact the Financial Ombudsman Service at the following address (if you are an Eligible Complainant as set out in the definition below)

The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Telephone 0800 023 4 567 (calls to this number are free from “fixed lines” in the UK) or 0300 1239123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK)
Email: complaint.info@financial-ombudsman.org.uk

More information can be found of their website – www.financial-ombudsman.org.uk

Making a complaint will not affect your right to take legal action. br/>
Definition of an Eligible Complainant:
1. A Consumer – Any natural person acting for purposes outside his trade, business or profession
2. A Micro-Enterprise – An enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million
3. A Charity – Which has an annual income of less than 1 million at the time the complaint is made
4. A Trustee – Of a trust which has a net asset value of less than 1 million at the time the complaint is made.


For customers based in Switzerland:

If you have a complaint and are based in Switzerland, we really want to hear from you. We welcome your comments as they give us the opportunity to put things right and improve our service to you. br/>
Please telephone us on: (020) 8776 3750.
Or write to:
The Customer Services Manager
International Passenger Protection Limited,
IPP House, 22-26 Station Road,
West Wickham, Kent BR4 0PR
Fax: (020) 8776 3751
Email: info@ipplondon.co.uk

Please make sure that you quote the policy number which can be found on your Schedule. br/>
It is our policy to acknowledge any complaint within 5 working days advising you of who is dealing with your concerns and attempt to address them.

Once you have received our response, or in the rare instances where we fail to respond, you may ask the Complaints team at Lloyd’s to evaluate your complaint if you are eligible to do so.

The address of the Complaints team at Lloyd’s is:
Complaints
Lloyd’s of London
1 Lime Street
London EC3M 7HA
Phone: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out online at www.lloyds.com/complaints. br/>
If you remain dissatisfied after Lloyd’s have considered your complaint, you may (if eligible) have the right to refer your complaint to The Swiss Ombudsman of Insurance whose contact details are:

Website: http://www.ombudsman-assurance.ch
Telephone: 044 211 30 90
Fax: 044 212 52 20
Email: help@versicherungsombudsman.ch

 
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