Service complaints

If you're unhappy with the service you’ve received, we want to make it right. We appreciate your feedback so we can continue to improve our services.

If you’d rather speak to us in person, visit our Contact Us page for more information. 

What information do I need to include?

So that we can locate your agreement quickly, you need to provide:

• Your agreement number or vehicle registration
• Your name, DOB and address
• Vehicle information
• Details about your complaint and how we can resolve it

When you submit a complaint, we take it seriously. Our team is dedicated to resolving your issue and together, we’ll work with you to find a solution.

Once we receive your complaint, it’s important that we fully understand and investigate the cause of your concern. We’ll be in touch within 5 working days to acknowledge your complaint and aim to get everything resolved within a maximum of 56 days. A dedicated complaint handler will be assigned to your case and will keep you updated throughout.

Day 1-3

We’ll work with you to investigate your complaint and bring about an early resolution. If we successfully resolve your complaint within the first 4 days, we’ll send you a summary of the outcome

Day 4

If we can’t resolve your issue straight away, we may need more time to look into it further. We’ll keep you updated with the steps we’re taking and will work with you if we need further information.

4 weeks

If your complaint is not resolved within 4 weeks, we’ll write to you to explain why the issue is yet to be resolved and when you can expect to hear from us again.

8 weeks

We aim to resolve all complaints within a maximum of 8 weeks. If we haven’t provided you with a final response after 8 weeks, we’ll write to you to explain the reasons for the delay, provide you with escalation rights, and let you know when you can expect our final response. If you’re unhappy with our final decision, you have the right to refer your complaint to the Financial Ombudsman Service.