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How to complain

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How to make a complaint

We take complaints seriously and want to hear from you if you are not completely happy with the service you have been provided with so we can try and address your concerns. If you wish to make a complaint you can contact us by any means using the details below.

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, If you are able to contact us by telephone we will try to resolve your complaint straight away:

Customer services: 03330 30 83 96

Claims: 03330 30 83 97

Open hours are Monday to Friday 9am to 6pm

Email us: info@kcinsurance.co.uk

Post: Complaints, Agria Pet Insurance, PO Box 506, Manchester, M28 8EN

What happens next?

If your complaint cannot be resolved within three business days we will:

  1. 1

    Formally confirm receipt

    Acknowledge your complaint promptly by email or post.

  2. 2

    Investigate

    Investigate your complaint thoroughly and as quickly as possible.

  3. 3

    Keep you informed

    Keep you informed of the progress of your complaint within 4 weeks of receiving it, if it hasn’t already been resolved

  4. 4

    Send your final response letter

    Provide you with a final response letter confirming our investigation and conclusion in no later than 8 weeks of receiving your complaint.

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

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
Contact

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


Trustpilot and Defaqto ratings correct at time of print. Terms, conditions and excesses apply. Promotions may be withdrawn at any time without notice. Vet fees reinstated each year provided you renew your policy each year without a break in cover.

The Royal Kennel Club Limited is an Appointed Representative of Agria Pet Insurance Ltd, who administer the insurance. Agria Pet Insurance is authorised and regulated by the Financial Conduct Authority, Financial Services Register Number 496160. Agria Pet Insurance Ltd is registered and incorporated in England and Wales with registered number 04258783. Registered office: First Floor, Blue Leanie, Walton Street, Aylesbury, Buckinghamshire, HP21 7QW. Agria insurance policies are underwritten by Agria Försäkring who is authorised and regulated by the Prudential Regulatory Authority and Financial Conduct Authority.

For Jersey customers:
Agria Pet Insurance Ltd is regulated by the Jersey Financial Services Commission (JFSC). Ref: 0001498. Registered office: As detailed above.

For Guernsey customers: 
Clegg Gifford Channel Islands Limited is licensed by the Guernsey Financial Services Commission. Ref: 2722221. Registered office: Admiral House, Place Du Commerce, St Peter Port, Guernsey GY1 2AT.

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