Caledonian Travel
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FORMAL COMPLAINT
FORMAL COMPLAINT My mother, who is 83, booked a holiday with you (T609617). She subsequently took out trip insurance, when she found out her annual policy was expiring. Despite a number of phone calls to your call centre she has been unable to obtain insurance documents. There was an attachment on the email they sent “CT_Policy_Booklet.pdf” but this is not in a recognised format. I spoke to your call centre last week regarding this matter, the first person just resent the same email. The second person an aggressive and rude Scottish person said my mother would have to pay to have the documents sent out, when I asked her take ownership of the issue she hung up. The insurance market is regulated by law and you have to supply documents, if you do not supply the documents I will be forced to contact the Financial Conduct Authority (FCA). My mother has been loyal customer of your company for a number of years and I am sure this situation does not represent your brand values. I ask you resolve this issue as quickly as possible and maybe provide some ex gratia compensation without prejudice?