At Puffin Insurance, we are committed to providing a high standard of service and treating customers fairly at all times. If something has not met your expectations, we want to hear from you so we can work to resolve the issue as quickly and fairly as possible.
We take all complaints seriously and use customer feedback to help improve our products and services.
To make sure your concerns are dealt with as efficiently as possible, complaints are handled by different teams depending on the nature of the issue.
As an insurance intermediary, we handle complaints relating to the sale and administration of travel and pet insurance policies, including:
Our team will investigate these complaints fully and work with you to reach a fair resolution.
If your complaint relates specifically to the handling of an insurance claim — such as claims decisions, settlement times, claims communication, or claims payments — the insurer or claims administrator managing the claim will usually be best placed to investigate the matter directly.
We understand that this can sometimes be unclear, and we are always happy to help direct you to the correct team if needed.
Claims complaints contact details can be found:
Alternatively, you can contact us and we will help guide you to the appropriate claims complaints team.
To help us investigate your concerns as efficiently as possible, please include:
You can contact our Complaints Teams using any of the methods below:
Customer Service Team: Puffin Insurance
Telephone: 0333 772 0346
Email: Complaints@PuffinInsurance.com
Post: Complaints Manager, Puffin Group UK Ltd, PO Box 56, Narberth, SA67 9AN
Claims Team: Axa Partners
Telephone: 01737 815227
Email: claimcomplaints@axa-assistance.co.uk
Post: Complaints Team, AXA Partners, The Quadrangle, 106-118 Station Road, Redhill RH1 1PR.
Claims Team: Taurus
Email: Gadget.complaints@taurus.gi
Post: Customer Relations Officer, Taurus Insurance Services Limited, Suite 2209-2217 Eurotowers;Europort Road, Gibraltar
Claims Team: Trent-Services (Administration) Ltd
Telephone: 01623 638751
Email: admin@trent-services.co.uk
Post: Trent-Services (Administration) Ltd, Trent House, Love Lane, Cirencester, Gloucestershire, GL7 1XD
We will acknowledge your complaint promptly, usually within 5 business days of receiving it.
Your complaint will be investigated thoroughly and fairly by an appropriate member of our team.
We may contact you if we require additional information to assist with our review.
We aim to resolve complaints as quickly as possible and will keep you updated on our progress where necessary.
Once our investigation is complete, we will provide a written final response explaining:
Full details of our complaints process can be found here
If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Referring your complaint to the Financial Ombudsman Service does not affect your legal rights.
Puffin Insurance is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA registration number is 737328.
You can check our details on the Financial Services Register at:
https://register.fca.org.uk
If you require this information in large print, audio, or another accessible format, please contact us and we will be happy to help.