Complaints Procedure
Last updated: March 2026
We aim to provide a reliable, fair, and responsive service. If you are unhappy with any part of your experience, you have the right to complain and to have your complaint handled promptly and fairly.
1) Step 1 — Contact StudySafe first
Please email support@studysafe.travel with:
- Your full name
- Your booking, quotation, policy, or certificate reference (if available)
- The date you booked or contacted us
- A clear description of the issue
- Any supporting documents (for example, screenshots, emails, receipts, certificates, or other relevant records)
We will confirm receipt and try to resolve your issue as quickly and fairly as possible. Some issues can be resolved directly by StudySafe, especially where they relate to the website, the booking journey, customer communications, document submission, or operational support.
2) Step 2 — Escalate to the relevant insurance complaints contact (formal complaint)
If your complaint relates to the insurance product itself, insurance administration, underwriting, eligibility checks, cancellations, claims handling, policy documentation, regulated service issues, or other insurance-related matters, your complaint may need to be escalated to the relevant insurer, intermediary, administrator, policyholder, or formal complaints contact identified in the documentation that applies to your specific product and route.
The correct formal complaints contact can vary depending on the product, insurer, intermediary, administrator, country, and jurisdiction involved. For that reason, you should always refer to the official policy documents, Terms of Business, regulatory disclosures, and any product-specific documentation that apply to your booking.
Related information:
What happens next:
- The relevant provider or complaints team should acknowledge and investigate your complaint in line with the complaint-handling rules, standards, and timeframes that apply to that provider and product.
- You may be asked for supporting documents or additional information so the complaint can be reviewed properly.
- Where the complaint concerns a regulated provider, formal complaint handling rights, timelines, and escalation rights may apply depending on the country and regulatory framework involved.
3) If you’re not satisfied with the outcome (ombudsman, ADR, or regulator where applicable)
If you remain dissatisfied after the relevant provider has had the opportunity to review and respond to your complaint, you may be able to escalate the matter to an ombudsman, alternative dispute resolution body, complaints scheme, regulator, supervisory authority, or other competent body, depending on the provider, country, and product involved.
For example, if the complaint concerns a provider regulated in Ireland and the matter falls within its scope, the complaint may be capable of escalation to the Financial Services and Pensions Ombudsman (FSPO) after the provider has first had the opportunity to resolve it.
Please note that:
- Not every complaint will fall within the jurisdiction of the same ombudsman or complaints body.
- The correct escalation route may differ depending on whether the relevant provider is based in Ireland, Spain, another EU country, or outside the EU.
- The complaint body, regulator, or dispute resolution route that applies should be identified from the official documentation for the relevant product and provider.
4) Keeping records
To help resolve complaints efficiently, please keep copies of:
- Your quotation, booking confirmation, and any policy or certificate documents
- Emails, messages, or other communications exchanged
- Receipts, invoices, screenshots, and any supporting evidence relevant to the issue
- Any complaint acknowledgement, complaint reference number, or final response you receive