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Handling Complaints at Yellow Jersey: Our Commitment to You
At Yellow Jersey, we are committed to providing exceptional service to our customers, whether you’re insuring your bicycle, travel plans, or both. However, we understand that sometimes things may not go as expected, and if you have any concerns, we want to make things right as quickly and fairly as possible.
Our complaints process is designed to ensure that your concerns are addressed efficiently, transparently, and with the highest level of care. Below, we’d like to outline the steps you can take to file a complaint, with separate processes for bicycle insurance and travel insurance.
We take all complaints seriously and will do our best to resolve them quickly and fairly. A summary of our complaint-handling procedures is available HERE.
How to Make a Complaint
Bicycle Insurance Complaints Process
Step 1: Contact Us First
If you have a complaint regarding your bicycle insurance, please get in touch with us directly:
Customer Services ManagerYellow Jersey, Prospero, 73 London Road, Redhill, Surrey, RH1 1LQTel: +44 (0)333 003 0046Email: support@yellowjersey.co.uk
Step 2: Escalate to the Financial Ombudsman Service
If you are still dissatisfied with our response, you may have the right to refer your complaint to:
Financial Ombudsman Service58 Exchange Tower, London, E14 9SRTel: 0800 0234 567 (free on mobile phones and landlines)Tel: 0300 1239 123 (costs no more than calls to 01 and 02 numbers)Email: complaint.info@financial-ombudsman.org.ukWebsite: www.financial-ombudsman.org.uk
Travel Insurance Complaints Process
Step 1: Contact the Relevant Party First
If your complaint is about a claim, please direct it to:
Claims Settlement Agencies Limited308-314 London Road, Hadleigh, Essex SS7 2DDTel: UK +44(0)1702 553 443Email: complaints@csal.co.uk
If your complaint is not about a claim (i.e. the sale of a travel policy), please contact:
Customer Services ManagerYellow Jersey, Prospero, 73 London Road, Redhill, Surrey, RH1 1LQTel: +44 (0)333 003 0046Email: support@yellowjersey.co.uk
Step 2: Escalate to Lloyd’s
If you are not satisfied with the response from Yellow Jersey or CSA, you may refer your complaint to Lloyd’s:
Complaints at Lloyd’sFidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RNTel: +44 (0)20 7327 5693Email: complaints@lloyds.comWebsite: www.lloyds.com/complaints
Details of Lloyd’s complaints procedure are set out in the leaflet “How We Will Handle Your Complaint,” available from this link on their website. Alternatively, you may request a hard copy from Lloyd’s.
Step 3: Alternative Dispute Resolution (ADR)
If you are still unhappy after Lloyd’s has reviewed your complaint, you may have the right to refer your complaint to an alternative dispute resolution (ADR) body, depending on your location.
For UK Residents:
Financial Ombudsman Service58 Exchange Tower, London, E14 9SRTel: 0800 0234 567 (free on mobile phones and landlines)Tel: 0300 1239 123 (costs no more than calls to 01 and 02 numbers)Email: complaint.info@financial-ombudsman.org.ukWebsite: www.financial-ombudsman.org.uk
For Isle of Man Residents:
Financial Services Ombudsman SchemeThie Slieau Whallian, Foxdale Road, St John’s, Isle of Man, IM4 3ASTel: +44(0) 1624 686500Fax: +44(0) 1624 686504Email: ombudsman@iomoft.gov.imWebsite: https://www.gov.im/oft/ombudsman/
For Channel Islands Residents:
Channel Islands Financial OmbudsmanPO Box 114, Jersey, Channel Islands, JE4 9QGJersey: +44 (0)1534 748610Guernsey: +44 (0)1481 722218International: +44 1534 748610Fax: +44 1534 747629Email: enquiries@ci-fo.orgWebsite: www.ci-fo.org
Our Commitment to Your Satisfaction
At Yellow Jersey, we view complaints as opportunities to enhance our service. We are dedicated to resolving issues fairly, transparently, and as swiftly as possible. If you ever need to raise an issue, know that we are here to listen and support you every step of the way.
Thank you for trusting Yellow Jersey—we’re here to protect you and your adventures, no matter where they take you.
