Making a Complaint
Making a Complaint
We will work with you to make things right.
At Saga, we strive to ensure that our customers are treated fairly. If you are dissatisfied with a service or product we have provided, we take your concerns very seriously. It is therefore important to us that our process for handling your concerns is clear and transparent and that you are kept fully aware of how your complaint is progressing.
You can get in touch with us about our Insurance products and services by calling us on 0800 092 3700. Lines are open weekdays 9am – 5:30pm. Alternatively email us by using the form below or write to us at Customer Relations Department, The Saga Building, Middelburg Square, Folkestone, Kent, CT20 1AZ.
Once we receive your complaint, we will either respond fully, or if it needs a little more investigation, we will acknowledge your concerns within 5 working days, letting you know who will be dealing with your case, so that you always have a named representative you can talk to.
In line with the guidelines set by the FCA, we will strive to resolve your complaint at the earliest possible stage. If we have not resolved your complaint after eight weeks, we will write to you stating why we are still not in a position to make a final response and indicating to you when we expect to be able to provide you with one.
Our final response will outline the investigation that we have carried out into your complaint, and how we propose to address it.
When we send you our final response we will include a leaflet entitled "Your Complaint and the Ombudsman". This details the procedure you need to follow if you are either unhappy with our final proposed solution, or unhappy with waiting longer than eight weeks to receive our final response and you wish to take your complaint to the Financial Ombudsman Service. You should always give us the opportunity to resolve any complaint you wish to make about our products and services before you approach the Ombudsman.
If your concern is in relation to a Claim, please refer to your policy documents and contact the Insurance underwriter, who will assist with your concerns. If you need to access your documents, you can do so by logging on to / creating a MySaga account hereSee our latest Complaints figures
You can get in touch with us about your holiday by emailing us using the online form below, or by writing to us at
Customer Relations Department, Saga Holidays, Enbrook Park, Sandgate, Folkestone, Kent, CT20 3SE.
If you’re still on holiday and you have a concern then please do speak to your Saga Host who will do everything they can to resolve any issues whilst you are away. Alternatively if you need emergency assistance you can contact our Duty Officer, 24 hours a day on 01303 771999
We will need some time to look into your feedback. Whilst we’d love to be able to get back to you in a few days, this isn’t always possible, especially during our peak travelling times (May to June) when it may take longer for us to respond in full but we will always come back to you within a maximum of 28 days.
If you have a complaint about a Personal Finance service from Saga, you can get in touch a number of ways.
As our finance products are provided by various suppliers any complaint should be directed to them in the first instance.
Please refer to your documentation for contact details, alternatively click here for a list of useful numbers.