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Customer Services

Make a Complaint

Make a ComplaintKAPUT Limited strives to maintain the highest levels of customer service. If, however, you are unhappy with the service you have received, please follow our complaints procedure below, so that we can investigate your concerns and do our best to resolve the issue. We aim to sort any customer service problems as quickly as possible.

For complaints regarding your policy, please contact KAPUT Customer Services on 0800 999 7878 (Option 3) or email hello@kaput.co.uk

Please have your policy details to hand when you call. Your policy number can be found on your schedule. If you do not have this information to hand, you have access to download this information at any time via the MY ACCOUNT area on this site. 


Complaints Procedure

Make a ComplaintIt is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the complaints procedure below. At any point however please do remember you can call us at KAPUT Customer Services on 0800 999 7878 (Option 3) so we can help resolve anything that is of concern to you. 


Sale of the Policy

For complaints regarding the sale of Your policy, please contact the Administrator who arranged the Insurance on Your behalf:

Make a ComplaintKAPUT Limited
Holton Park,
Hadleigh Road
Holton St Mary,
Colchester CO7 6NN
Tel: 0800 999 7878 | Email: hello@kaput.co.uk


Satellite TV Unit Claims

For complaints regarding a satellite TV unit claim please contact the Claims Administrator

Make a ComplaintCastelan Limited
Alpha House
Sunnyside Road North
BS23 3QY
Tel: 0370 320 1509 | Email: customer.care@castelangroup.com


All Other Appliance/Product Claims

For complaints regarding a claim for any other Appliance / Product, please contact the Claims Administrator

Make a ComplaintPacifica Group
Picktree Court,
Picktree Lane,
Co Durham DH3 3SY
Tel: 0333 043 6671 | Email: complaints@ukwarranty.com

Escalation to Complaint

In all correspondence please state that Your insurance is provided by UK General Insurance Ltd and quote scheme reference 06061

In all cases, if Your complaint cannot be resolved by the end of three working days, it will be passed to:

Make a ComplaintCustomer Relations Department
UK General Insurance Ltd
Cast House,
Old Mill Business Park
Gibraltar Island Road,
Leeds LS10 1RJ
Tel: 0345 218 2685 | Email: customerrelations@ukgeneral.co.uk

If it is not possible to reach an agreement, You have the right to make an appeal to the Financial Ombudsman Service. This also applies if You are insured in a business capacity but have a group annual turnover of less than €2million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

Make a ComplaintThe Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
London, E14 9SR.
Tel: 0300 123 9 123

The above complaints procedure is in addition to Your statutory rights as a consumer. For further information about Your statutory rights contact Your local authority Trading Standards Service or Citizens Advice Bureau.

We are also required to inform you of the availability of the Online Dispute Resolution platform to assist you if we are unable to resolve your Complaint. However, this service will refer your Complaint to the Financial Ombudsman Service, so you may instead wish to contact them directly. The ODR platform can be found here https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

Compensation Scheme

Make a ComplaintAgeas Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit.

You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.


Call Customer Services on 0800 999 7878 - Option 3