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American Express Gadget Insurance complaints procedure

We aim to provide a first class service at all times. However, if you have a complaint, in order to get this dealt with as quickly and efficiently as possible, please ensure you direct your complaint to the right organisation.
If your complaint is about the service or administration of your policy, please contact quoting your American Express Gadget Insurance policy number:

Postal Address

Affinion International Limited (Complaints Department) Sentinel House
Airspeed Road
Portsmouth
Hampshire
PO3 5RF
United Kingdom

Email Us at

enquiries@gadgetprotection.co.uk

Phone

0800 917 7682

For Affinion International’s full complaint procedure please refer to your American Express Gadget Insurance Terms and Conditions.

If your complaint is about the sale of your insurance policy from American Express Insurance Services, please
contact:

Postal Address

American Express Insurance Executive Office
1 John Street, Brighton
East Sussex
BN88 1NH
United Kingdom

Email Us at

insuranceexec@aexp.com

Phone

01273 576109

If your complaint is about the claims process, please contact quoting your policy number:

Postal Address

Citymain Administrators Limited
Enterprise House
Isambard Brunel Road
Portsmouth
Hampshire
PO1 2RX
United Kingdom

Email Us at

customerrelations@citymain.com

Phone

0800 917 7682

We aim to promptly solve most of our customers’ complaints at the initial point of contact. Our staff are fully trained to deal with your complaint quickly and efficiently. However should you not be satisfied with the response you have received. your complaint will be handled by the Customer Relations Team who will aim to respond to your complaint by the end of three business days.

If we need more time to investigate your complaint we will send you an acknowledgement letter providing reassurance that your complaint is being dealt with. We will do our best to resolve the problem within 4 weeks.

If we cannot respond within these timescales we will write to you again within 4 weeks to provide you with a final response or to let you know when we will contact you again, which will be within 8 weeks from when you first contacted us about your complaint.

You may refer your complaint to the Financial Ombudsmen Service at any time for an independent review, or if you are dissatisfied with the way in which your complaint is being handled. Their contact details are:

Postal Address

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

Visit us

www.financial-ombudsman.org.uk

Phone

0800 023 4567

Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.


Gadget Insurance sales

0345 600 6235

Customer Service

0800 917 7682

Opening hours:
8am – 8pm Monday to Friday (excluding Bank Holidays)
9am – 5pm Saturday

Claims opening hours:
9am – 5.30pm Monday to Friday (excluding Bank Holidays)