Age Co Complaints Process

How to complain to Age Co:

We know that sometimes things do go wrong, and we take all complaints seriously. If you’re unhappy about something, please let us know so we can help to put it right as quickly and fairly as we can.

If you want to make a complaint you can contact the Age Co Customer Relations team by phone, email, or letter:

Office hours are 9am to 5pm Monday to Friday (excluding bank holidays) and the telephone line is open 10am to 4pm Monday to Friday (excluding bank holidays).

When emailing or writing to us, please include your name, your postcode, any relevant reference number or information about the product or service you are contacting us about, and your preferred form of contact.

Once we receive your complaint, one of our dedicated Customer Relations team will review it and ensure that you are made aware of the next steps.


If your complaint is about the sale or provision of a product or service:

Your complaint may need to be addressed by the relevant product partner.
If this is the case, within three business days we will confirm to you that we’ve received your complaint and that it’s been sent on to the product partner to deal with. However, we are here to support our customers and will continue to liaise with the partner until your complaint has been resolved.

If you would like to contact the partner directly their contact details can be found on the Contact Us web page.


If your complaint is about Age Co:

Once we have received your complaint we’ll come back to you as soon as possible. In most situations we will be able to address your concerns right away and will confirm the resolution to you in writing.

If things are going to take a little longer, we will write to you within three business days of receiving your complaint so that you know we are dealing with it. We will also let you know when we expect to be able to update you. We will always aim to resolve your complaint and issue a full response as quickly as possible.

Occasionally a complaint investigation can take a long time. If this is the case, we will keep you updated along the way. If it’s going to take more than eight weeks we’ll update you in writing, explaining the reasons for the delay and when we expect to be able to provide you with a final response.

If your complaint is regarding Age Co’s FCA regulated activity in relation to Insurance and you’re not satisfied with our resolution, or we’ve been unable to resolve your complaint within eight weeks, you can refer your complaint to the Financial Ombudsman Service. Their service is free for you to use. If we have confirmed a resolution to you in writing, you’ll need to contact them within six months of receiving our final response.

We’ll remind you of how to contact them when we send you our final response or our eight-week update letter.

You can find further information about the Financial Ombudsman Service on their website, www.financial-ombudsman.org.uk

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