For customer service enquiries, please contact Sentinel^® Gold

0800 023 4318 (Relay UK: 18001 0800 023 4318)

Emergency Telephone Numbers

If you ever need to report your cards, or mobile phone, lost or stolen, you can call us free of charge and one of our customer service agents will be there to help you.

No national codes are needed. Call free on:

Reverse the charges from anywhere else in the world*

From any countries not listed all you have to do is call the international operator and reverse the charges on Portsmouth +44 (0) 239 265 2222.

* Please note: In some countries it isn't possible to reverse the charges - but communication costs are covered as part of your membership, please see your terms and conditions for details

How to Make a Claim

If you need to make a claim, please follow the steps below:

1. If you have lost a mobile phone, report the loss or theft to the network provider as soon as possible so they can block the SIM card being used by anyone else.


2. Report the loss or theft to the police and obtain a crime reference or lost property reference number along with the address and telephone number of the police station. If we are unable to verify the crime reference number, we will ask for a police report. We will not proceed with a claim until we have this information.


3. Call Sentinel^® Gold as soon as possible on 0800 023 4318. If you are calling from outside the UK, call +44 2392 652222. Lines are open 24 hours a day, 365 days a year.

Once we have spoken to you to understand what has happened, we will raise a claim on your policy and our claims team will then support you through the claims process. Our claims team will contact you either by phone or email to advise what information and documents you will need to provide us with to allow us to assess your claim.

If your claim is approved and an excess payment is applicable, you will need to pay this before we can settle your claim.

How to make a complaint

If you have cause for dissatisfaction and wish to complain about Sentinel^® Gold please contact: Sentinel^® Gold on 0800 023 4318** or write to:

The Customer Services Department, Sentinel^® Gold, PO Box 5305, Lancing, BN11 9WD quoting your policy number.

Sentinel^® Gold will contact you within 5 days of receiving your complaint to inform you of what action they are taking. Sentinel^® Gold cannot respond within these timescales they will write to you again within 4 weeks to provide you with a final response or to let you know when they will contact you again, which will be within 8 weeks from when you first contacted Sentinel^® Gold about your complaint.

You may be able to 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.

The Financial Ombudsman service contact details are: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

By telephone on 0800 023 4567** or 0300 123 9123.

By e-mail: complaint.info@financial-ombudsman.org.uk

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

**Calls to 0800 numbers are free from landlines and mobiles.