Existing customers

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Making a complaint

It's always our aim to give you the best possible customer service. However, from time to time, we understand you might not always be completely satisfied with our service. If that's the case, we want to know about it as soon as possible.

Whether your complaint is big or small, we want you to get in touch so we can try and resolve your issue as quickly as we can – and to your satisfaction. Please get in touch with us by:

  • Phone: 0345 045 0059
  • Email: customersatisfaction@rias.co.uk
  • In writing:

Customer Relations Manager
Deansleigh House
Deansleigh Road
Bournemouth
Dorset
BH7 7DU

Still not satisfied?

If you're not satisfied with our complants service or the summary resolution and final response letter you receive – either from us or an individual insurer – you have the right to get in touch with the Financial Ombudsman Service. It's free of charge, and you need to get in touch with them within six months of the date of our summary resolution or final response letter. Referring this to the Financial Ombudsman Service doesn't affect your right to take legal action. You can contact them by:

  • Writing to:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

  • Phone: 0800 023 4567
  • Email: complaint.info@financial-ombudsman.org.uk

Just so you know, if you don't get in touch with the Financial Ombudsman Service within six months, they won't have the authority to consider your complaint. They would only be able to do so in very limited circumstances, for example, if they believe the delay was as a result of exceptional circumstances. 

Following the above complaints procedure doesn't affect your right to take legal action.

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

Contact us about your insurance complaint

Car insurance

Ageas

Phone
0345 125 6850

Email
via their website at www.ageas.co.uk/contact_us

Address
Customer Services, Ageas Insurance Limited, Ageas House, Hampshire Corporate Park,Templars Way, Eastleigh, Hampshire, SO53 3YA

Home insurance

Ageas

Phone
0345 122 3281

Email
via their website at www.ageas.co.uk/contact_us

Address
Customer Services, Ageas Insurance Limited, Ageas House, Hampshire Corporate Park,Templars Way, Eastleigh, Hampshire, SO53 3YA

Travel insurance

Ageas

Phone
Using the number on your claims correspondance

Email
via their website at www.ageas.co.uk/contact_us

Address
Customer Services, Ageas Insurance Limited, Ageas House, Hampshire Corporate Park,Templars Way, Eastleigh, Hampshire, SO53 3YA

If you have a complaint about the policy literature, sale or service you received:

Phone
0345 234 0008

Email
enquiries@riastravel.co.uk

Address
Rias Travek Insurance, Digital House, Threshelfords Business Centre, Feering, Kelvedon, Colchester, Essex, CO5 9SE. 

Breakdown insurance

Intana

Phone
01444 442010

Email
quality@intana-assist.com

Address
Quality Department, Intana, Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN

Caravan insurance

K. Drewe Insurance Brokers Ltd

Phone
0345 33 03 012

Email
mail@kdib.co.uk

Address
K. Drewe Insurance Brokers Ltd, The Post House, 14 Load Street, Bewdley, Worcestershire, DY12 2AE

Life plan

Ageas Protect

Phone
0345 600 6830

Email
rias@ageasprotect.co.uk

Address
Ageas Protect, Customer Care Team, PO Box 206, Abbey View, 4 Penfold Drive, Wymondham, NR18 8AJ

Funeral plan

Dignity

Phone
0800 731 0655

Address
Client Liaison Officer, Spencer House, 62a The Parade, Sutton Coldfield, West Midlands, B72 1GT

Home protection

Inter Partner Assistance SA

Phone
01737 852584

Address
Claims Relationship Manager, Property Team, Inter Partner Assistance SA, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR

Broken bones cash plan

Ace European Group for claims complaints:

Phone
0345 841 0058

Email
a&hcustserv.complaints@acegroup.com

Address
Customer Service Manager, ACE European Group Limited, 200 Broomielaw, Glasgow, G1 4RU

If your complaint is about the sale of your broken bones cash plan:

Email
customerservice@rias.co.uk

Phone
0345 234 0117

Lines are open 8.30am - 8pm Mon - Fri and 8.30am - 4pm Sat

Legal protection

For both legal protection (home) and legal expenses (car), contact:

Arc Legal Assistance Ltd

Phone
01206 616003

Email
enquiries@arclegal.co.uk

Address
Arc Legal Assistance Ltd, PO Box 8921, Colchester, CO4 5YD

Key protection

Direct Group Ltd

Phone
03301 026 030

Address
Customer Services, Direct Group Limited, Direct House, 4 Sidings Court, Doncaster, DN4 5NU

Excess protection

Ageas Services (UK) Limited:

Phone
0345 415 0483

Address
Customer Services Advisor, Ageas Services (UK) Limited, Ageas House, Tollgate, Eastleigh, Hampshire SO53 3YA.

Personal accident

Ageas Insurance Limited (AIL) for claims complaints:

Phone
0344 748 0103

Email
personal.accident@ageas.co.uk

Address
Ageas Insurance Limited, Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire SO53 3YA

 

If your complaint is about the sale of your personal accident cover:

Email
customerservice@rias.co.uk

Phone
0345 234 0117

Lines are open 8.30am - 8pm Mon - Fri and 8.30am - 4pm Sat

Garden secure

Direct Group

Phone
0345 045 1328

Address
Direct Group Limited, Direct House, 4 Sidings Court, Whote Rose Way, Doncaster, DN4 5NU