Complaints

Our commitment to you

What to do if you have a complaint about our services.

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Your opinion matters!

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Your feedback helps us improve

We aim to provide great service, but we know things can sometimes go wrong. Your feedback helps us understand what happened and how we can put it right. We’re sorry if we’ve let you down - we’re committed to learning from this and improving. We’ll resolve any issues with our products or services fairly and as quickly as possible.

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How to get in touch

Please fill in the form below, most issues can be resolved quickly.

Alternatively, you can contact us:

  • By telephone: 0344 893 9013
  • In writing: The Customer Relations Department, Unit 4a, Greenway Court, Bedwas, Caerphilly CF83 8DW
Fill in the Complaint Form
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How we will resolve your complaint

ARAG is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. The FCA requires complaints to be investigated and answered within 8 weeks.

Our complaints process

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We aim to resolve and respond to complaints as follows:

  1. We aim to resolve your complaint quickly and, where possible, informally within 3 business days (followed by a written response).
  2. If we can’t resolve it informally, we’ll acknowledge it in writing within 5 business days and assign a dedicated contact to investigate.
  3. To help us make the right decision we may need more information and will let you know if so.
  4. We aim to give a full response within 20 business days; if it takes longer, we’ll keep you updated.

What to do if you are not happy with the outcome 

If you’re unhappy with our final response, or if we haven’t replied within 8 weeks, you can refer your complaint to the Financial Ombudsman Service.

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The Ombudsman is a free, independent service that can help in most cases.

Visit www.financial-ombudsman.org.uk or contact them using the details below.

  • By phone: 0800 023 4567 or 0300 123 9123
  • By email: complaint.info@financial-ombudsman.org.uk
  • By post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

The Ombudsman reviews our handling of your claim, not the quality of legal advice. If you’re unhappy with the appointed lawyer’s service, their complaints process is available on request.

Complaint form