If you're unhappy with any part of Back Me Up's service, including information or documents we've given you, please get in touch. Contact our Complaints Team, quoting your subscription number, as follows:
To complain about the Travel Legal element of cover, please contact our partner DAS, who provide that cover:
We will try to resolve your complaint within three business days and send you a summary resolution letter. If we are unable to resolve your complaint, we will contact you within five working days of receiving your complaint to let you know what we are doing to fix the problem and the timeframe by which you can expect our final response.
If you're not happy with our response to your complaint, you have the right to contact the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of our final resolution letter. Referral to the Ombudsman does not affect your right to take legal action. You can contact them as follows:.
Please note that if you don't refer your complaint within the six months, the Ombudsman won't have Back Me Up's permission to consider your complaint. Then, they'll only look at it if they believe the delay was as a result of exceptional circumstances.
As Back Me Up is an online only proposition, you can also make your complaint via the Online Dispute Resolution (ODR) platform at: https://webgate.ec.europa.eu/odr
Back Me Up is a trading name of Ageas Insurance Limited, part of an international insurance group with a heritage spanning more than 190 years. In the UK, Ageas provides over seven million customers with award-winning services.