How to Complain
Should there ever be an occasion where you need to complain, we will sort this out as quickly and fairly as possible.
- If your complaint is about the sale or administration of your policy, you can telephone Age UK Customer Services department on 0800 085 3741
- If you have a complaint regarding your claim,please telephone us on the number shown on your claims documentation.
- Alternatively, you can write to us at the address shown below or email us through our website at www.ageas.co.uk/complaints (please include your policy number and claim number if appropriate).
Customer Services Advisor
Age UK Travel Insurance
Hampshire Corporate Park
Hampshire SO53 3YA
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.
We will always aim to resolve your complaint within four weeks of receipt. If we are unable to do this we will give you the reasons for the delay and indicate when we will be able to provide a final response.
If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS) and
further information about this can be found below.
If your complaint is concerning section 14 - Travel Legal Guard, please write to us at;
DAS Legal Expenses Insurance
Bristol BS1 6NH
Alternatively, you can email them at firstname.lastname@example.org
If your complaint is concerning section 15 - End Supplier Failure please contact International Passenger Protection Limited direct at;
International Passenger Protection Limited
IPP House, 22-26 Station Road
West Wickham, Kent BR4 0PR
They will review your complaint and do our best to address your concerns. If the matter is not resolved to your satisfaction you can write to the Financial Ombudsman service and further information about this can be found below.
If the appropriate party above cannot resolve your complaint, you may refer your complaint to the Financial Ombudsman Service. You can ask the Financial Ombudsman Service to review your complaint if for any reason you are still dissatisfied with the final response, or if the appropriate party have not issues their final response within eight weeks from you first raising the complaint.
You can contact the Financial Ombudsman Service at the address below, however they will only consider your complaint once you've tried to resolve it with the appropriate party.
Financial Ombudsman Service
Financial Ombudsman Service
Harbour Exchange Square
London E14 9SR
For further information, you can visit their website: www.financial-ombudsman.org.uk
Please note that if you do not refer your complaint within six months, the Ombudsman will not have our permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if it believes that the delay was a result of exceptional circumstances.
Using this complaints procedure will not affect your legal rights