MAKING A COMPLAINT

If you’re here, you probably need support to put something right!  We are here to help so why not call us on 0800 092 3670 to chat to one of our helpful representatives. Lines are open weekdays 8:30am – 8:00pm, Saturday 8:30am -5:00pm & Sunday 9:00am – 5:00pm. (Please note if you are calling in relation to our Travel, Pet, Boat, Caravan, Landlord or Tailormade products, these lines are not open on Sundays)

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 here

While we would prefer to talk to you in the first instance you can also contact us using the form below, or write to us at Saga Services Limited PO Box 253 Seaham DO SR7 1BN.

Click here for Your guide to making a complaint

Click here to make a complaint online.

See our latest Complaints figures

If you are still on your cruise and you have a concern please speak to your onboard team who will do everything they can to resolve any issues whilst you are away.

Alternatively, if you would like to contact us on your return, email our Guest Relations team directly at customer.relations@saga.co.uk or fill out the online form.

You can also call to register your concern via our Contact Centre on 0800 373 034 or write to us at Customer Relations Department, Saga Cruise, PO Box 250, Seaham DO, SR7 1BH, if preferred.

We will always acknowledge your concerns within 3 working days and if we need some time to look into your feedback our team will explain this.

If your concern is in relation to a claim, please contact Collinson Insurance Services Limited. You can do this by calling them on 0800 092 2502, emailing complaints@collinsonInsurance.com or writing to Sussex House Perrymount Road Haywards Heath West Sussex RH16 1DN.

If you have any queries for your upcoming holiday booking, please refer to our FAQs.

If you are currently on holiday, please contact our 24-hour Duty Office team on 01293 363214 or email dutyofficer@sagatravelgroup.com.

If you have feedback following a holiday you have returned from, please contact our Customer Services Department by email at customerservices@sagatravelgroup.com and someone from our team will contact your shortly.

If you have a query about your Saga Holiday Connected Travel Insurance, you can get in touch in a number of ways:

• Complete our online complaint form
• Call us free of charge on 0800 988 5887 . Lines are open Monday - Friday 9am - 5pm.
• Email us at customercare.insurance@sagatravelgroup.com.
• Write to us at Customer Care Department, Saga Travel, PO Box 249, Seaham DO, SR7 1BG.

If your concern is in relation to a claim, please contact Collinson Insurance Services Limited, which you can either contact them by phone on 0800 092 2502, by email complaints@collinsonInsurance.com or write to Sussex House Perrymount Road Haywards Heath West Sussex RH16 1DN.

If you have a complaint about a Personal Finance service from one of Saga’s providers, you can get in touch in a number of ways. Visit our contact us page for a list of contact numbers, alternatively you can refer to your documentation for contact details.

If your complaint is about Saga Personal Finance, rather than one of our services you can get in touch with us by calling us on 0800 092 3700, lines are open weekdays 9am – 5:30pm. Alternatively you can email us by using our complaint form or write to us at Saga Personal Finance PO Box 254 Seaham DO SR7 1BP.

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 you are sent your final response, it will include a leaflet entitled "Your Complaint and the Ombudsman". This details the procedure you need to follow if you are unhappy with the final proposed solution and you wish to take your complaint to the Financial Ombudsman Service. You should always give us/the service provider the opportunity to resolve any complaint you wish to make about our products and services before you approach the Ombudsman. 

Please note: You may be able to submit a claim through the European Online Dispute Resolution Platform if you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service. http://ec.europa.eu/odr

Saga Personal Finance is a registered trading name of Saga Personal Finance Services Limited, which is authorised and regulated by the Financial Conduct Authority and entered onto the FCA's register (number 178922). You can check these details by going to the FCA register or by viewing https://register.fca.org.uk/s/. Registered office: 12 Endeavour Square, London E20 1JN.

Company Registration Number 3023493