1. Travelling with us
  2. Before you go
  3. Insurance
  4. Insurance complaints procedure

Insurance complaints procedure

If you have a complaint regarding the sale or purchase of your Eurotunnel LeShuttle Insurance Policy, get in touch with us.

Write to us: Customer Relations (Insurance) Eurotunnel LeShuttleUK TerminalAshford RoadFolkestoneKent CT18 8XX

Call us:+44 (0) 3443 35 35 35

Or use the Contact Form on our website.

Service and Claims Complaints

Should your complaint concern the service received or a claim under your LeShuttle Insurance Policy, please see the complaints procedures in the policy terms and conditions relating to the relevant insurer. For Motor Breakdown Cover this is the RAC and Personal Travel Insurance this is AXA insurance.

In the unlikely event that a complaint remains unresolved after 8 weeks from the date it was made, you may refer it to the Financial Ombudsman Service (FOS). The FOS provides a mechanism for resolving disputes which is a simple, informal and accessible alternative to the courts. Their contact details are:

South Quay Plaza,
183 Marsh Wall,
E14 9SR
Phone: +44 (0) 845 080 1800

You have six months from the date of our final response to refer the matter to the FOS. Referral to the FOS will not affect your legal rights. If you decide to purchase this cover, please make sure you read your policy terms and conditions carefully or go to our insurance page for more information.