In the policy itself, there is a whole section devoted to Complaints Procedure, all the way from the first people to complain to right through to the Financial Ombudsman. However, in the first instance please contact The True Traveller to get it sorted out. We know the system better, and it’s in our interest to get any complaints sorted out for you as you’re our client. Our clients are fortunate in as much it’s very rare indeed for us to receive a complaint anyway.