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Complaints form

Tell us about a new complaint

Your details

Your personal information

Our privacy notice explains how and why we use your personal information - including what details we hold, who we might share it with, and your choices and rights. It also includes information about any checks and decisions we may make.

How long does it take for us to respond?

We'll acknowledge your complaint within 5 working days. If things do take a little longer, we'll respond fully within 8 weeks, or explain our position and tell you how long a full response will take.

Referring your complaint to the Ombudsman

If you're still unhappy with our final response, or if we've not given you a final response within 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice. This only applies to certain AA products, so please check the terms and conditions or policy document for details, or talk to us.

  • Call: 0800 023 4567 or 0300 123 9123
  • Email: [email protected]
  • Write: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
    • Alternative Dispute Resolution

    For non-regulated services, you may be entitled to refer to an Alternative Dispute Resolution (ADR) provider.

    We've subscribed to ADR mediation with the National Conciliation Service (NCS) which you can access – free of charge – provided you do so within 12 months of the date of your correspondence.

    You can contact the NCS through their website. Or, you can:

    • Email: [email protected]
    • Write: National Conciliation Service, PO Box 6562, Rugby, CV21 9QP

    A dispute relating to goods or services sold online can also be submitted to the European Commission Online Dispute Resolution website.

    Publication of complaints data
    The Financial Conduct Authority requires us to publish the number of complaints we get about our insurance products. See the latest complaints data.