How do I make a complaint?

We're committed to treating our customers fairly. However, we realise that there may be times when things go wrong. If this happens, please contact us at easyJet.comp@collinsoninsurance.com or write to us at:

Customer Relations

Collinson Insurance Solutions Europe Limited 

Sheencroft House, 

10-12 Church Road,

Haywards Heath,

West Sussex,

RH16 3SN 

What information do I need to provide?

We'll need your name, policy and claim number and the details of your complaint. 

What happens next and how long before I receive a response?

We'll confirm we've got your complaint, within 5 working days. Our Complaints team will investigate and respond to you as soon as possible, usually within 8 weeks.  

What happens if I’m not happy with the outcome of my complaint? 

You may have the right to refer your complaint to the Arbiter for Financial Services, free of charge – but you must do so within six months of receiving our final response. After this, they'll only be able to help in very limited circumstances.

Here's how to contact them:

Office of the Arbiter for Financial Services 

1st Floor, St Calcedonius Square, 

Floriana FRN 1530,

Malta 

Tel No. 80072366 (from Malta) or +356 212 49245 (from outside of Malta).

Visit the Arbiter for Financial Services website at https://financialarbiter.org.mt/