Complaints Information

Our Promise

Upon receiving a complaint, we promise to:

• Investigate your complaint promptly, obtaining additional information as required.
• Assess your complaint fairly taking into account all relevant factors.
• Be proactive in our responses to your complaint.

How to let us know about your complaint?

With all complaints, please quote your name as shown on your Policy Schedule, your policy number and if your complaint relates to a claim, your claim number.

Sales Related Complaints

For all complaints relating to the sale of your policy:

Customer Relations Office
Oasis Insurance
Suite 2209-2217 Eurotowers
Europort Road
Gibraltar

• Email: oasis.complaints@oasis-insurance.co.uk

Claims Related Complaints

For complaints relating to Gadget claims:

Customer Relations Office
Taurus Insurance Services Limited
Suite 2209-2217 Eurotowers
Europort Road
Gibraltar

• Email: gadget.complaints@taurus.gi 

For complaints relating to Travel claims:

Oasis Travel Insurance Claims
308-314 London Road
Hadleigh
Essex
SS7 2DD

• Email: info@csal.co.uk 

For complaints relating to Legal Advice and Expenses:

Customer Relations Department
DAS Legal Expenses Insurance Company Limited
DAS House
Quay Side
Temple Back
Bristol
BS1 6NH

• Email: customerrelations@das.co.uk 

Our Complaints Procedure

1. We will acknowledge your complaint within 5 working days of receiving your complaint.
2. We will investigate your complaint and endeavour to send a final response within 4 weeks following receipt of your complaint. If we are unable to provide you with a final response within this timeframe, we will send you an update to let you know what is happening.
3. Where we have been unable to issue a final response within 4 weeks, we will endeavour to send a final response to you within 8 weeks of receiving your complaint. If we are unable to provide you with a final response within this timeframe, we will write to you explaining why and advise you when you can expect a final response.
4. If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process), you can contact the Financial Ombudsman Service (FOS):

Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR

Or by calling – 0800 023 4567

5. The purpose of the Financial Ombudsman Service is to help resolve complaints if you’re unhappy with the response received from your provider. The service is impartial and there’s no charge. Whilst the provider must adhere to the decision of the FOS you are not, and your legal rights are not affected by contacting them.
6. You can find out more by visiting their website financial-ombudsman.org.uk
7. Please be aware that the Financial Ombudsman Service will only be able to review your complaint after Oasis Insurance have reviewed it and had the opportunity to resolve it. You must refer your complaint to the Financial Ombudsman Service within 6 months of the date of the final response.