Making a complaint

While we make every effort to maintain the highest standards, there may be some occasions when we fail to satisfy particular requirements of our customers. If you have experienced a problem with any part of our service, we will aim to resolve this as quickly and fairly as possible.

If your complaint is about the way your policy was sold to you, contact your insurance adviser to report your complaint.

If your complaint relates to Ageas, please contact us:

Online  

Please submit your complaint using our online form.

What happens next? 

We will try to resolve your complaint by the end of the third working day.  If we are unable to do this, we will write to you within five working days to either:

  • Tell you what we have done to resolve the problem; or
  • Acknowledge your complaint and let you know when you can expect a full response
  • We will also let you know who is dealing with the matter.

In writing  

You can write to us at:

Customer Services (Complaints)
Ageas Insurance Limited
Ageas House
Hampshire Corporate Park
Templars Way
Eastleigh
Hampshire
SO53 3YA

Please try to include the following in your letter:

  • Your full name and address 
  • Your contact details, including any daytime phone numbers
  • Your policy or claim number
  • Details of your complaint and any losses you have suffered
  • Any names or dates you have noted if you have already spoken to someone regarding this problem
  • What you would like us to do in order to resolve the issue 

What happens next? 

Once we have received your letter, we will try to resolve your complaint by the end of the third working day.  If we are unable to do this, we will write to you within five working days to either:

  • Tell you what we have done to resolve the problem; or
  • Acknowledge your complaint and let you know when you can expect a full response
  • We will also let you know who is dealing with the matter.

By phone  

If you have a complaint regarding your claim, please telephone us on the number shown in your claims documentation.

What happens next?

We will try to resolve your complaint by the end of the third working day.  If we are unable to do this, we will write to you within five working days to either:

  • Tell you what we have done to resolve the problem; or
  • Acknowledge your complaint and let you know when you can expect a full response
  • We will also let you know who is dealing with the matter.

The Financial Ombudsman Service  

If we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution, you can refer your complaint to the Financial Ombudsman Service. If you receive either a summary resolution or a final response letter from us and you want to contact the Financial Ombudsman Service, you will need to do this within six months from the date of our final response.

The Financial Ombudsman Service is an independent organisation. They aim to resolve complaints that consumers and financial organisations haven’t been able to resolve between themselves. To find out more visit: www.financial-ombudsman.org.uk

You can contact the Financial Ombudsman Service:

By phone

0300 123 9 123 

In writing

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By email

complaint.info@financial-ombudsman.org.uk

Making a complaint to the Financial Ombudsman Service does not affect your right to take legal action.

Online Dispute Resolution (ODR)  

Additionally if you have bought an Ageas policy online you can submit a complaint here through the ODR website.

The ODR has been set up by the European Commission to help consumers within the EU who are unhappy with the goods or services they have bought online.

They will then forward your complaint on to the Financial Ombudsman Service (FOS) in order to help you get your complaint resolved.