Making a complaint
We understand that sometimes things don't go to plan, and you may want to raise a complaint. It's important that you get in touch with us, so that we can address your concerns.
As a first step, please get in touch with our team through our Support Centre or by emailing complaints@e.insurance.avios.com
Please tell us:
- Your personal details
- Your policy or claim number
- What has gone wrong
- What you would like us to do to put things right
We will try to address and resolve your complaint as soon as possible. In any case, you'll receive an initial response within 3 business days.
If we cannot resolve your complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service. We will explain how to do this in our final response. Full details are also available in your Policy Document.