Transparent at every step

At Ageas, we understand a high level of customer satisfaction is a key to our business success. This means getting the important things right – like our service, the quality of our products and the cover we offer.

Ageas Retail Limited is the Retail division of Ageas (UK) Limited and provides a wide range of products, including home, motor and travel insurance, to just under 1 million customers*.

We always do our very best to give you a great service. However, there are times when things go wrong, and if you’re not happy neither are we. We believe it’s important to be transparent about our complaints, which is part of our commitment to developing long-term relationships with our customers. Below, you’ll find details about our complaints, which we feel are important to share with you.

Firm name: Ageas Retail Limited
Group name: Ageas (UK) Limited
Other firms covered in this report: None
Period covered: 1 January 2021 to 30 June 2021
Trading names covered: Ageas Retail Limited, ageas, ageas essentials, ClearMiles, Miles Ahead, RIAS

Information about our complaints

Product/service grouping Insurance and pure protection Credit related
Number of complaints opened by volume of business:
Provision at reporting period end date 
1.82 per 1,000 policies in force 0.9 per
1,000 loans
 Number of complaints opened  1,745 175
 Number of complaints closed 1,914 193
 Percentage closed within 3 days  46% N/A
 Percentage closed after 3 days but
 within 8 weeks
 50% N/A
 Percentage upheld  41% 40%
 Main cause of complaints opened  Other general admin/customer service N/A

Just so you know, 'percentage upheld' by the firm means complaints found in the customer’s favour.

The information in the above table refers to the total number of complaints received from customers of all our trading entities in Ageas Retail Limited.

Only a very small percentage of our customers make complaints. Between 1 January 2021 and 30 June 2021, a complaint arose in only 0.2% of just under 1 million live policies*.

The Financial Conduct Authority (FCA), the regulatory body governing the financial services industry, sets the standards for how financial service providers must handle customer complaints. The FCA allows us up to eight weeks to resolve a complaint. We resolved 96% of all complaints within this period, however, some complaints may take longer to investigate to make sure a fair outcome is achieved.

If you have any questions about the complaints information shown, please get in touch. Find out how to contact us

*Based on a policy count as at 30 June 2021

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