How to make a complaint
If we haven't met your expected level of service, please let us know so we can put things right. To make a complaint, you can use any of the details below. If you are able to contact us by phone, we will aim to resolve your issue straight away.
What you need
To make sure your complaint or feedback is dealt with as efficiently as possible, it's handy if you have:
- Your full name and address
- Policy number
- Email address
- Details of your complaint
- Preferred contact method
Contact details
You can contact us using any of the details below:
Customer services: 03330 30 83 96
Claims: 03330 30 83 97
Open hours are Monday to Friday 9am to 6pm
Email us: info@agriapet.co.uk
Post: Complaints, Agria Pet Insurance, PO Box 506, Manchester, M28 8EN
What happens next?
We aim to deal with and resolve all complaints within three working days, if your complaint cannot be resolved within this time we will:
- 1
Formally confirm receipt
Acknowledge your complaint promptly by email or post.
- 2
Investigate
Investigate your complaint thoroughly and as quickly as possible.
- 3
Keep you informed
We will update you of the progress of your complaint within four weeks of receipt, if it hasn’t already been resolved.
- 4
Send your final response letter
Provide you with a final response letter confirming our investigation and conclusion in no later than eight weeks of receiving your complaint. This will include our understanding of your complaint, any relevant information, a clear explanation of resolution. We will also explain our decision and take any actions agreed with you.
Still unhappy?
If your complaint is not handled and resolved within eight weeks, or you are unhappy with the outcome, you can contact the Financial Ombudsman Service.
The Financial Ombudsman
If you still remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
Telephone: 0300 123 9 123 or 0800 023 4567 (Mon - Fri: 08:00 - 20:00, Sat: 09:00 - 13:00, Sun: Closed)
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
Post: The Financial Ombudsman Service, Insurance Division, Exchange Tower, London E14 9SR.
You can also find more information at www.financial-ombudsman.org.uk
Agria complaints data
You can you view our regulatory complaints data for 1 July to 31 December 2024 below. The data is extracted from the reportable complaints data that we are required to submit to the Financial Conduct Authority every six months.
Complaints data for 1 July to 31 December 2024
Looking to contact us about something else?
Want to get in touch?
If you're looking to get in touch with us, our contact page gives you everything you need, including:
- Contact details for new policies, cancellations and renewals
- Contact details for existing policies and claims
- How to write to us
Want to make a claim?
Here you'll find out everything you need to know about claims, including:
- How to make a claim
- What information and proof you'll need to give
- Information about claiming for different conditions and excess