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Just like the course you covered in the first place, customer service is important. In fact our ethos is that quality customer service should be a right rather than a privilege. But if you feel your experience with Cancelsure has been unsatisfactory, it's only fair that you have an easy way to make your feelings known. That's why we have a clear complaints procedure.

How to make a complaint

We know that it's frustrating to be left waiting. To help make sure your comments are investigated promptly, please tell us as much as you can about the experience you are unhappy with. It would also help to include key information with your complaint such as your policy number, name and address and the date and time of any relevant phone calls.

The details below will ensure your complaint reaches the right place.

If your complaint relates to the service you have experienced with Cancelsure:

Please email complaints@rothwellandtowler.co.uk or call 0345 90 80 171. Alternatively you can write to:

The Complaints Manager
Rothwell & Towler (2013) Ltd
Tourism House
Woodwater Park
Pynes Hill

If your complaint relates to a claim you have made, please refer to your Policy Wording for the relevant insurer's complaints procedure.

If your complaint is about Cancelsure, what happens next?

We take complaints very seriously and seek to resolve issues quickly, fairly and without bias. So what can you expect once you have submitted your complaint? The first thing we will do is acknowledge receipt of your comments within 24 hours. We will then launch an investigation into your complaint and get back to you as soon as we can - usually within five days.

However it may be that your complaint requires a little more investigation. If that's the case we will let you know as soon as we can and get back to you with our findings within four weeks - updating you frequently throughout the investigatory process.

We are unable to investigate complaints that relate to a claim you have made on your policy, or the assistance you received during that claim. The good news is that we can direct you to the insurer responsible, from whom you can expect the same (or similar) complaints procedure as we provide here at Cancelsure.

Resolving your complaint

Once we have completed an investigation into your complaint, we will contact you with our findings. That's called a final response. If we agree that your grievance is legitimate, we will explain how we plan to rectify the situation and share with you the steps we are taking to make sure the same thing doesn't happen again.

Escalating your complaint

All complaints are investigated carefully and without bias. But if you are unhappy with the outcome of our investigation, you are entitled to ask us to take another look at your case. You may wish to do that if you think we have made a mistake or if you have new information to support your original comments.

Another option is to take your complaint to the Financial Ombudsman Service. The FOS is a free and impartial service created by the government. Their job is to resolve complaints between financial businesses and their customers.

If you decide to take your case to the FOS, we will make sure you have all the information you need. Alternatively you can find out more by emailing complaint.info@financial-ombudsman.org.uk, visiting www.fos.org.uk or calling the FOS on 0800 023 4567. You must do this within six months of our final response or the FOS may refuse to investigate your complaint. From here the FOS will inform you directly of its decision. Referral to the FOS does not prejudice your right to take subsequent legal proceedings.

Online Dispute Resolution - ODR

This is an initiative from the European Commission that helps European Union (EU) residents, who have bought goods or services online, get complaints resolved. It is designed mainly to assist where the customer is in one EU country and the company that supplied the goods or services is in another. If you have purchased a "product name" product online you can submit a complaint through the ODR platform in any of the official languages of the EU. You can access the ODR website at ec.europa.eu/odr. The platform will send your complaint to an Alternative Dispute Resolution Provider which in the UK is the Financial Ombudsman Service.


Cancelsure Insurance, Tourism House, Woodwater Park, Pynes Hill, Exeter, EX2 5WS
T: 0345 071 3929
E: info@cancelsure-insurance.co.uk

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Cancelsure Insurance is a trading name of Rothwell & Towler (2013) Ltd which is an Appointed Representative of Crispin Speers & Partners Ltd who are Authorised and Regulated by the Financial Conduct Authority (FCA). Register number 311507. Rothwell & Towler (2013) Ltd, Registered in England No. 08294942. Registered Office: St Clare House, 30-33 Minories, London, EC3N 1PE.