Our pledge to you

Here at Compare Your Cruise Insurance, we are dedicated to providing our customers with the best level of service and care. However, we understand that sometimes, things can go wrong, and there may be times when you feel that we have not provided you with the service you deserve. As such, we want to hear from you when this happens, so we can try to put things right. 

We will always aim to resolve your complaint as soon as possible, but depending on the complaint, we may need some time to conduct a full investigation. Throughout the process, we will always keep you informed and provide you with regular updates of our progress. We will then share our findings with you, following the completion of the investigation.

Who to contact? 

Should your complaint directly relate to the service you have received from Compare Your Cruise Insurance, you can contact us by using one of the options provided below. 

Email: contact@compareyourcruiseinsurance.co.uk

Postal Address:

Compare Your Cruise Insurance Complaints Manager

PO Box 125


GU27 9HQ


When writing to us, please ensure that you provide your name, contact telephone number, and email address. As well as, clear and concise information regarding your complaint. 

However, should your complaint be in relation to a product or the service you have received from one of our insurance providers, you should address your complaint directly to them. You can find details on how to contact them, as well as their own complaints handling procedure, within your policy documentation, or on their website.

Handling your complaint 

Once we have received your complaint, we will aim to acknowledge your complaint within 5 workings days. We will also aim to provide you with a final response to your complaint as soon as possible. 

Should we not be able to provide you with a final response within 8 weeks, or, if you are unhappy with our final response, you may be able to refer your complaint to the Financial Ombudsman Service. 

Their details are as follows: 

Financial Ombudsman Service

Exchange Tower


E14 9SR

Free phone: 0800 023 4567

Email : complaint.info@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk/