Complaints Procedure
We strive to provide the very highest levels of service to all our customers. Therefore, if you are dissatisfied with any aspect of the service provided to you and feel you need to raise a complaint, it is important that you tell us.
Our promise to you is to:
- Treat all complaints fairly and objectively
- Investigate and respond to your complaint within an acceptable timescale.
What Information do we need to address your complaint
To assist us in resolving your complaint as efficiently as possible, please provide the following information when submitting a complaint:
- Your full name
- Your preferred contact details
- Contract Number and/or vehicle registration number
- Full details of your complaint
- Where applicable, photographic evidence to support your complaint
- What remedy you are seeking
- Any other information that you think may be relevant
Please note: If you appoint a third-party to make a complaint on your behalf, we will not be able to discuss any aspect of your contract with them unless we receive your permission to do so in writing.
What we will do when we receive your complaint
- Provide you with an acknowledgement of your complaint within 48 hours
- Allocate your complaint to the most relevant complaints handler who will investigate.
- We may contact you to seek clarification on certain aspects of your complaint, using the preferred contact method stated.
- Once we have reached a conclusion, we will write to you with our final response informing you if your complaint has been upheld, and if so what corrective action or remedy may be appropriate.