What to do if you have a complaint


ARAG endeavours to provide a service that is client focused. We have developed a customer orientated performance culture. As part of this commitment, in the event that you are disappointed with any aspect of our products or service, our complaints procedure is designed to resolve such problems with speed and simplicity.

Should you have a complaint then please follow our Customer Service Standards and Complaints Handling Procedure (downloadable below) or you can contact us directly:

  • Mail: Customer Relations Department, 9 Whiteladies Road, Clifton, Bristol, BS8 1NN
  • Email: 
  • Phone: 0117 917 1561 (hours of operation are 9am – 5pm, Monday to Friday (excluding bank holidays). For our mutual protection and our training purposes, calls may be recorded.


ARAG is an intermediary whose policies are underwritten via several insurers, some of which are Lloyd’s syndicates. Lloyd’s syndicates have a different complaints procedure from other insurers.

If your policy is underwritten with a Lloyd’s syndicate, please click here to access the complaints procedure that would normally apply.

If your policy is not underwritten with a Lloyd’s syndicate, please click here to access the complaints procedure that would normally apply.

If you are unsure about whether or not your policy is underwritten with Lloyd’s, please contact our Customer Relations Team by either calling 0117 917 1561 during regular office hours, or emailing