Saga Services Ltd Complaints Data

At Saga we are always delighted to hear your thoughts on any area of our business, whether it be a general enquiry or a specific concern.

How we deal with complaints

At Saga, we strive to ensure that our customers are treated fairly. If you have made a complaint and are not satisfied with the outcome, you may wish to use the EU Online Dispute Resolution platform and register it there online.

In the United Kingdom the Financial Ombudsman's Service has responsibility for complaints and you can contact that office here:

As we are regulated by the Financial Conduct Authority, we are required to publish a summary of complaints that we have received.

Summary of complaints we have received;

Name: Saga Services Ltd

Group: Saga Plc.

Other firms included in this report: ST&H Limited

Period covered in this report: 1st August 2018 – 31st January 2019

Brands/Trading names covered: Direct Choice, Saga Select & Bennetts

General insurance and pure protection
No. of complaints opened per 1000 policies in force 2.17
No. of complaints opened 4645
No. of complaints closed 4708
Percentage closed within 3 days 47.0%
Percentage closed outside 3 days but within 8 weeks 52.1%
Percentage upheld 34.3%
Main cause of complaints opened Disputes over sums/charges