Making a complaint

We’re sorry to hear you’re not happy

We always try to give you the best possible customer service. However, from time to time, we may not live up to your expectations. So if you feel our service could be better, we’d really like to hear from you. 

Whether your complaint’s big or small, we want to resolve it quickly and to your satisfaction. Please give us a chance to put things right for you.

You can speak to one of our online consultants Mon to Fri 08:30-20:00 and Sat 08:30-16:00, as long as they're available. Just click 'Need help?' in the purple box on the right-hand side of the page, when it's available.

Alternatively, you can email us at elastichome@ageas.co.uk or fill out our contact us form – and we'll aim to get back to you within one working day.

Financial Ombudsman Service – there to help you

If you’re not happy about how we’ve dealt with your complaint, you can contact the Financial Ombudsman Service. They’re a free, independent body, set up by the Government, to resolve disputes between customers and companies in the UK. 

Just so you know, you’ll need to refer your complaint to them within six months. If you don’t, they won’t have our permission to consider your complaint, except in very limited situations – for example, if the delay was as a result of exceptional circumstances. Referral to the Financial Ombudsman Service doesn’t affect your right to take legal action. 

To get in touch with the Financial Ombudsman Service, you can either:

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 4567 

Write to: 

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

Alternatively, if you bought one of our products online, you can also make a complaint to the Online Dispute Resolution (ODR) platform.