Complaints

We care about the levels of service that we provide and it is a priority to ensure we continue to provide the service our customers require. We take it seriously if you have any concerns or complaints. If you are not satisfied with our service at any point please contact us and we will do our very best to handle any issues or help work though any problems or queries you have.

If you have a complaint relating to your policy please contact:
 Complaints, Keycare, 2-3 Quayside House, Quayside, Salts Mill Road, Shipley, West Yorkshire, BD18 3ST. Tel: 0345 303 0550. Fax: 0835 0756180 Email: complaints@keycare.co.uk.

 

If you need further assistance

If you are dissatisfied with the final response to your complaint, you may ask the Financial Ombudsman Service to review your case by contacting: Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 023 4567 Fax: 0207 964 1001 Email: complaint.info@financial-ombudsman.org.uk  Website: www.financial-ombudsman.org.uk

Contacting the Financial Ombudsman Service at any stage of your complaint will not affect your legal rights.

Customers making an online purchase can also use the EU Online Dispute Resolution Service. Website: www.webgate.ec.europa.eu/pdr

Keycare is authorised and regulated by the Financial Conduct Authority – registration number 309514.

Ageas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority – registration number 202039.

This can be checked on the Financial Services Register by visiting the FCA website www.fca.org.uk  or by contacting the FCA on 0800 111 6768 or the PRA on 020 7601 4878.

 

Financial Services Compensation Scheme (FSCS)

Keycare and Ageas Insurance Limited are covered by the FSCS, which means that you may be entitled to compensation if Keycare and Ageas Insurance Limited are unable to meet their obligations to you. Further information is available at www.fscs.org.uk or by contacting the FSCS directly on 0800 678 1100.

 

Registered office
Keycare Limited, 2-3 Quayside House, Quayside, Salts Mill Road, Shipley, West Yorkshire BD18 3ST  Registered in England No. 1309093.