Complaints
What to do if you have a complaint about our services.
Make a DAS complaint Make an ARAG complaint
How to make a complaint
In January 2024, the ARAG Group completed the acquisition of DAS UK including both its insurance company and law firm. In January 2025 DAS UK became ARAG Legal Expenses Insurance Ltd.
If you were insured by DAS up until this date, please click here. If you were insured by ARAG, please visit click here. If you are unsure, please check your policy documents.
How we will resolve your complaint
ARAG is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority and in setting the rules that govern our work, the FCA has set a time limit, of 8 weeks, for complaints to be investigated and addressed in a full written response. We aim to resolve and respond to complaints, as follows:
- We will try to resolve your complaint quickly and where possible informally within 3 business days following receipt (this will be followed up with a written response).
- If we’re unable to resolve your complaint informally we’ll send you a written acknowledgement within 5 business days of receipt; you’ll have a dedicated contact who will thoroughly investigate your complaint.
- To help us make the right decision we may require further information; if we do we’ll let you know.
- We aim to provide a full response to your complaint within 20 business days from its receipt; some complaints can take longer to investigate and if more time is needed we will let you know.
- Most complaints will have received a full response within 8 weeks following their receipt.
What to do if you are not happy with the outcome
If you are not happy with the complaint outcome or if we’ve been unable to respond to your complaint within 8 weeks you can ask the Financial Ombudsman Service to review your complaint.
The Financial Ombudsman Service is a free and independent service and is able to help in most circumstances. You can visit their website, www.financial-ombudsman.org.uk, to find out more, or contact them:
By telephone: 0800 023 4567 or 0300 123 9123.
By email: complaint.info@financial-ombudsman.org.uk
In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
The Financial Ombudsman’s role is to assess our handling of a claim in light of the policy terms. It is not to assess the quality of legal advice. If you are unhappy with the service provided by the lawyer we have appointed on your behalf the relevant complaint-handling procedure is available on request.