If you need to make a complaint, please contact us and we'll do everything we can to resolve your complaint as quickly as possible, but please allow up to five working days for a reply.
When we first write to you, we'll send you a summary of the procedures that we'll follow when resolving your complaint. A copy of these procedures can be found here Download our Complaints Handling Procedure PDF.
If you want to contact us to make a complaint you can do so by sending us a secure message from your AA ISA or by writing to the following address:
PO Box 5417
Alternatively, you can speak to our Customer Service Team on 0333 220 5069. Lines are open 9am to 7pm weekdays and 9am to 1pm Saturdays. Calls may be monitored and recorded for training purposes. Calls to 03 numbers cost the same as calling 01 and 02 numbers and count towards inclusive allowances on landlines and on mobiles. The actual cost will depend on your provider’s tariff. For more information please contact your provider.
If you are not satisfied with the response to your complaint, you may be able to refer it to the Financial Ombudsman Service. Making a complaint won’t affect your legal rights. You can contact the Financial Ombudsman Services by writing to:
Financial Ombudsman Service
0300 123 9123
There is a central European 'portal' which can redirect a complaint to the appropriate industry Ombudsman (eg Financial Ombudsman Service). This is aimed at helping EU residents who purchased a product online from a provider based in another EU country. It is always best to contact the product provider first but for further information go to http://ec.europa.eu/consumers/odr/