From 1 January 2009 travel firms and holiday providers selling "connected travel insurance" (travel insurance sold with a holiday) have been regulated by the FSA – and automatically covered by the Financial Ombudsman Service.
This means that these businesses must have in place – and operate – in-house complaints-handling procedures that comply with the complaints-handling rules published by the FSA.
The ombudsman service has a range of information and support services available for businesses new to the official procedures they have to follow if a consumer complains.
how can I get more information about the complaints-handling procedures and the ombudsman?
There is a wide range of information for businesses on this website including:
what support does the ombudsman offer businesses?
As well as settling disputes, we help promote "complaints prevention". This involves working with businesses to identify and reduce problems that might otherwise lead to time-consuming complaints. The free services we offer that will be of particular interest to travel businesses covered by the ombudsman include:
We have organised and taken part in a number of events, aimed specifically at travel businesses that came under the ombudsman from January 2009. These have included:
If you represent travel businesses that are covered by the ombudsman – and your association or trade body is organising an event that you'd like to invite us to take part in.