Complaints Process

If you should have a complaint regarding us, or any issue in respect of your insurance, you should follow our Internal Dispute Resolution (IDR), outlined below.


In the first instance you should contact Columbus Direct detailing your complaint:


Tel: +44 20 8253 5087 (please note: lines only available during UK office hours)

Post: Complaints Officer, Columbus Direct, Sussex House, Perrymount Road, Haywards Heath, West Sussex RH16 1DN, United Kingdom


If you are not satisfied with the response you can then contact the address applicable to your country of residence below:  

Bahrain and Kuwait

Bahrain Kuwait Insurance (BSC), BKIC Tower 2775, Road 2835, Seef District 428, PO Box 10166, Manama, Kingdom of Bahrain.

Tel: +973 17 11 99 99.


Oman Qatar Insurance Company SAOC, PO Box 3660, Postal Code:112, Ruwi, Sultanate of Oman.


Doha Insurance Company, 207.‘C’‐RingRoad, PO Box 7272, Doha, State of Qatar.

Tel:+974 44 29 27 77

United Arb Emirates

Dubai Insurance Co. psc., PO Box 3027, Dubai, UAE.


If after receiving our IDR response you remain dissatisfied with the outcome, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of receiving our final IDR response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

It is important to note that FOS will not consider your complaint until you have received a final decision via our IDR, above.


Tel: +44 20 7964 1000

Fax:+44 20 7964 1001

Post:  The Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom.


This does not affect your rights as provided for by the regulatory authority in your COUNTRY OF RESIDENCE.