Make a complaint

If you wish to make a complaint about the sale of your policy, service received or a claim, you should contact us on 0345 165 0928, lines are open Monday to Friday 8am – 8pm, Saturday 9am-2pm.  Alternatively, you can email us at service@pet.ageas.co.uk

Write to:

Ageas Pet Insurance
The Complaints Manager
2^nd Floor, 5000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN

We will try to resolve your complaint by the end of the third working day and will send you a summary resolution letter. If unable to do this, we/your insurer will write to you within five working days to update you on the progress of your complaint and let you know who is dealing with the matter. Within eight weeks of receiving your complaint, you will receive a final response or, if this is not possible, a reason for the delay and an indication of when a final response will be provided.

If you whish to make a compliant about any aspect of your claim,you should contact the claims team to discuss your compliant.You should contact us on 0345 165 0928 lines are open Monday to Friday 8am – 8pm, Saturday 9am-2pm.  Alternatively, you can email us at service@pet.ageas.co.uk

Or write us to:

Ageas Pet Insurance
The Complaints Manager
2^nd Floor, 5000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN

If you’re not happy with how your complaint has been handled or if it hasn't been resolved within eight weeks, you have the right to ask the Financial Ombudsman Service to review your complaint, free of charge. Just so you know, you must do so within six months from the date of the summary resolution or final response letter.

A free, independent body set up by the Government, it’s the Financial Ombudsman’s job to resolve disputes between customers and companies in the UK. You can find out more at www.financial-ombudsman.org.uk

Online

Visit www.financial-ombudsman.org.uk and fill out its online form.

By email

complaint.info@financial-ombudsman.org.uk

In writing

Financial Ombudsman Service
Exchange Tower
London
E14 9SR