CUSTOMER SERVICE

What to do if you have a complaint

If you have experienced a problem with any part of our service, we will sort this out as quickly and fairly as possible.

What you should do first

If your complaint is about the way your policy was sold to you, contact Snowcard Insurance to report your complaint. If you have a complaint about a claim, call your claims handler first. You will find the claims handler’s name and phone number on any letters they have sent you.

If your problem has still not been resolved

1. Contact our Customer Service Advisor who will make sure that your complaint is dealt with at a senior level. You can write to the address below or e-mail csa.uk@ageas.co.uk (please include your policy number and claim number if appropriate).

   Customer Services Advisor
   Ageas Insurance Limited
   Ageas House
   Tollgate
   Eastleigh
   Hampshire
   SO53 3YA

   If your complaint is concerning DAS Legal Expenses Insurance Company Limited, please contact them direct at:

   Customer Relations Department
   DAS Legal Expenses Insurance Company Limited
   DAS House
   Quay Side, Temple Back
   Bristol BS1 6NH

   0117 934 0066
   F: 0117 934 2095
   customerrelations@das.co.uk

2. If this matter has still not been sorted out, you can write to Mark Cliff, Managing Director at the Ageas House address, unless your complaint relates to Legal Expenses Insurance in which case please contact:

   DAS Chief Executive Officer
   DAS House
   Quayside, Temple Back
   Bristol
   BS1 6NH

3. If you are not satisfied with our final decision or if we have not responded to you within 8 weeks, you can write to the Financial Ombudsman Service at:

   Financial Ombudsman Service
   South Quay Plaza
   183 Marsh Wall
   London
   E14 9SR

By using this complaints procedure, it will not affect your rights to take legal proceedings.

Service standards

We will reply to any letter you send us within two working days of receiving it. In our letter we will tell you who will be dealing with your complaint and when you should expect a reply.

Financial Services Compensation Scheme

We are covered by the Financial Services compensation Scheme (FSCS). If we cannot meet our obligations you may be entitled to compensation under the scheme. The scheme covers at least 90% of any claim with no upper limit. For further information see www.fscs.org.uk or 020 7892 7300