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 using the contact details below.
Whether you have taken out an insurance policy with us or not, if you are not satisfied with any aspect of our service, we want to know about it as soon as possible.
Please get in touch with us using the contact details below and we'll do our best to address your issues:
Customer Relations Manager
Rias
Everedene House
Deansleigh Road
Bournemouth
Dorset
BH7 7DU
Please get in touch with us using the contact details below if you're not happy with any aspect of our car insurance claims service. If you're not satisfied with any other aspect of our service, please use the contact details you can find in the 'General' section above.
Email
Please email us at customerrelations@rias.co.uk
Phone
0345 125 6850
Address
Customer Relations Manager
Rias
First Floor
Everdene House
Deansleigh Road
Bournemouth
BH7 7DU
Please get in touch with us using the contact details below if you're not happy with any aspect of our home insurance claims service. If you're not satisfied with any other aspect of our service, please use the contact details you can find in the 'General' section above.
Email
Please email us at customerrelations@rias.co.uk
Phone
0345 122 3281
Address
Customer Relations Manager
Rias
First Floor
Everdene House
Deansleigh Road
Bournemouth
BH7 7DU
Make a complaint
To make a complaint about the sale or service in administering your policy, please contact us at this number.
Write to us:
2nd Floor, Dencora Court, Tylers Avenue, Southend-on-Sea, Essex, SS1 2BB
Email us:
service@rias-travel.co.uk
Make a complaint - claims
To make a complaint about a claim on your policy (except Gadget Cover or Financial Failure) please call us on this number.
Write to us:
Complaints team,
AXA partners,
The Quadrangle, 106-118 Station Road, Redhill, RH1 1PR
Email us:
claimcomplaints@axa-assistance.co.uk
Make a complaint - Financial Failure
To make a complaint about a claim under the Financial Cover section, please call us on this number.
Write to us:
Compliance Officer
Liberty Mutual Insurance
Europe SE
20 Fenchurch Street
London
EC3M 3AW
Email us: complaints@libertyglobalgroup.com
Make a complaint - Gadget claims
To make a complaint about a claim under the Gadget Cover section, please call us on this number.
Write to us:
Customer Relations Officer
Taurus Insurance Service Limited,
Suite 2209-2217 Eurotowers, Europort Road, Gibraltar
Email us:
gadget.complaints@taurus.gi
| Product | Telephone / Email | Address |
|---|---|---|
|
Breakdown |
If your policy is provided by Call Assist |
Policies with Call Assist: |
|
Home protection |
01737 815 913 homeemergencycomplaints@axa-assistance.co.uk Claims Relationship, |
|
|
Legal protection |
Both for home legal protection and car legal expenses: |
Arc Legal Assistance Ltd |
|
Key protection |
If your policy is provided by Ageas Insurance Ltd Claims complaints: Sales complaints:
01737 815215 |
Policies with Ageas Insurance Ltd: Policies with Inter Partner Assistance S.A.: |
|
|
If your policy is provided by Ageas Insurance Ltd 01737 815215 |
Policies with Ageas Insurance Ltd: |
|
|
If your policy is provided by Ageas Insurance Ltd 0345 125 2430
01737 815215 |
Policies with Ageas Insurance Ltd: |
We’ll try to resolve your complaint within three working days. If we can’t do this, we’ll write to you within five working days to either:
If you're not satisfied with our complaints 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:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
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.
If you haven’t told us about your complaint yet, please get in touch with us to see if we can put things right for you first.
Online
Visit www.financial-ombudsman.org.uk and fill out its online, Word or PDF- form.
By phone
Call 0800 023 4567 or 0300 123 9123
By email
complaint.info@financial-ombudsman.org.uk
In writing
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Contact Online Dispute Resolution
If you bought your policy with us online, you can send your complaint to Online Dispute Resolution and It will forward it on to the Financial Ombudsman Service for you.
Online Dispute Resolution was set up by the European Commission to help consumers in the EU who are unhappy with the goods or services they have bought online.
You can fill out a complaints form on its website.