Frequently Asked Questions

Complaints

Complaints about Insurance


Complaints about my Insurance

Complaints about Insurance


Complaints about my Insurance

    • I wish to make a complaint regarding Motor Insurance. Who should I contact?

      I wish to make a complaint regarding Motor Insurance. Who should I contact?

      We are sorry that you are not satisfied with your Motor Insurance or that our service has not lived up to your expectation. To make a complaint please select one of the following options below:

      If your complaint is about the service provided by Mercedes-Benz Insurance.

      Please call 0345 600 2180

      Email: insurance.enquiries@daimler.com

      Or, write to us at:

      Mercedes-Benz Insurance
      Delaware Drive
      Tongwell,
      Milton Keynes,
      MK15 8BA.

      If your complaint is about a claim or the services provided during the claim process.

      Please contact the Complaints Manager for the insurer using the contact details for the insurer provided in your document pack. If you are unsure of the insurers details please contact

      Mercedes-Benz Insurance on 0345 600 2180

      Our opening hours are 8:30am - 6:00pm Monday to Friday, 9:00am - 2:00pm Saturdays.

      If your complaint is about the Legal Assistance Service provided by Auxillis Limited.

      Please call 0800 953 7122

      Email: quality@auxillis.com

      Or, write to them at:
      Quality & Support Department
      Auxillis Limited
      Redmond House
      Fern Court
      Bracken Hill Business Park
      Peterlee
      Co Durham
      SR8 2RR

      For online Dispute Resolutions click here

    • I would like to make a complaint regarding my Mercedes-Benz Minor Damage Insurance Product. Who should I contact?

      I would like to make a complaint regarding my Mercedes-Benz Minor Damage Insurance Product. Who should I contact?

      Making a complaint about how the Product was sold

      Please contact the Retailer that sold you the policy.

      Making a complaint about Mercedes-Benz Minor Damage Insurance

      Please contact AutoProtect on 01279 456 500, Open 9.00am – 5.00pm Monday to Friday, and Saturday 9.00am – 12.00pm.

      Alternatively you can email them on customersupport@autoprotect.co.uk. Or you can also write to them at:

      AutoProtect (MBI) Limited
      Warwick House
      Roydon Road
      Harlow
      Essex
      CM19 5DY

      Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks if they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks – or if you are dissatisfied with their final response – they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

      www.financial-ombudsman.org.uk

    • I wish to make a complaint regarding my Mercedes-Benz Alloy Wheel Insurance. Who should I contact?

      I wish to make a complaint regarding my Mercedes-Benz Alloy Wheel Insurance. Who should I contact?

      Making a complaint about how the product was sold

      Please contact the Retailer that sold you the policy.

      Making a complaint regarding Mercedes-Benz Alloy Wheel Insurance

      Please contact AutoProtect on 01279456 500, Open 9.00am-5.00pm Monday to Friday, and Saturday 9.00-12.00pm.

      Alternatively you can email them on customersupport@autoprotect.co.uk. Or you can also write to them at:

      AutoProtect (MBI) Limited
      Warwick House
      Roydon Road
      Harlow
      Essex
      CM19 5DY

      Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks if they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks-or if you are dissatisfied with their final response-they will give you information about referring your complaint to the Financial Ombudsman Service (If this applies to you).

      www.financial-ombudsman.org.uk

    • I wish to make a complaint regarding my Mercedes-Benz Tyre and Alloy Insurance. Who should I contact?

      I wish to make a complaint regarding my Mercedes-Benz Tyre and Alloy Insurance. Who should I contact?

      Making a complaint about how the product was sold

      Please contact the Retailer that sold you the policy.

      Making a complaint regarding Mercedes-Benz Tyre and Alloy Insurance.

      Please contact AutoProtect on 01279456 500, Open 9.00am-5.00pm Monday to Friday, and Saturday 9.00-12.00pm.

      Alternatively you can email them on customersupport@autoprotect.co.uk. Or you can also write to them at:

      AutoProtect (MBI) Limited
      Warwick House
      Roydon Road
      Harlow
      Essex
      CM19 5DY

      Within five working days, AutoProtect or your Retailer will confirm that they have received your complaint and will do their best to resolve the problem within four weeks if they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks-or if you are dissatisfied with their final response-they will give you information about referring your complaint to the Financial Ombudsman Service (If this applies to you).

      www.financial-ombudsman.org.uk

    • I wish to make a complaint regarding my Mercedes-Benz GAP Insurance policy (Policies sold between 2008 and March 2014). Who should I contact?

      I wish to make a complaint regarding my Mercedes-Benz GAP Insurance policy (Policies sold between 2008 and March 2014). Who should I contact?

      Making a complaint about how the Product was sold

      Please contact the Retailer that sold you the policy.

      Making a complaint regarding Mercedes-Benz GAP Insurance

      Please Contact MAPFRE Assistance (Policies sold between 2008 and March 2014)

      Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistenica, please contact them by calling 0330 400 1663, open 9.00am - 5:30pm Monday to Friday. Alternatively you can write to them at:

      Abraxas Insurance Administration Services Limited.
      One Victoria Street
      Bristol Bridge
      Bristol
      BS1 6AA

      Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

      www.financial-ombudsman.org.uk

    • I wish to make a complaint regarding my Mercedes-Benz GAP Insurance policy (Policies sold from March 2014 onwards). Who should I contact?

      I wish to make a complaint regarding my Mercedes-Benz GAP Insurance policy (Policies sold from March 2014 onwards). Who should I contact?

      Making a complaint about how the Product was sold

      Please contact the Retailer that sold you the policy.

      Making a complaint regarding Mercedes-Benz GAP Insurance

      Making a complaint regarding Mercedes-Benz GAP Insurance Please contact AutoProtect (Policies sold after March 2014) on 01279 456 500, Open 9:00am - 5:00pm Monday to Friday and Saturday 9:00am - 12:00pm. Alternatively, you can email them on customersupport@autoprotect.co.uk. Or you can also write to them at:

      AutoProtect (MBI) Limited
      Warwick House
      Roydon Road
      Harlow
      Essex
      CM19 5DY

      Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).

      www.financial-ombudsman.org.uk

    Complaints about Finance Agreement


    Complaints about my Finance Agreement

    Complaints about Finance Agreement


    Complaints about my Finance Agreement

      • I would like to make a complaint about my Finance Agreement

        I would like to make a complaint about my Finance Agreement

        Our goal is to provide the highest quality of service to each and every customer, but we recognise that things do occasionally go wrong. If you have reason to make a finance complaint, please follow our complaints procedure below.

        Stage 1 - Contact us
        If you have reason to complain, you can contact our Customer Services team.

        Stage 2 — Our response
        If we are able to resolve your complaint within three working days, we will write to you providing confirmation that we believe your complaint is resolved.

        We will also provide you with further options should you remain dissatisfied. If we are unable to resolve your complaint within three working days, we will inform you and your complaint will be escalated for further investigation.

        We will provide written acknowledgement of your escalated complaint within five working days. Within four weeks of receiving your complaint, we will write to you with the outcome of our investigation. If we need to carry out further investigations, we will inform you of any delay with an estimated completion date which should be within four weeks of the initial complaint creation.

        In some instances, where we are unable to resolve your complaint within four weeks, we will write to you with an update and an anticipated resolution date which should not exceed eight weeks from the date we received your complaint.

        Stage 3 — Independent review
        If we have not provided you with our final response within eight weeks of the date you first complained, or if you are not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman Scheme for an independent review at:

        Financial Ombudsman
        Service, Exchange Tower,
        Harbour Exchange Square,
        London E14 9SR

        Or, visit www.financial-ombudsman.org.uk

      Complaints about Data


      Complaints about Data for Mercedes-Benz Finance

      Complaints about Data


      Complaints about Data for Mercedes-Benz Finance

        • Where can I find the complaints data for Mercedes-Benz Finance?

          Where can I find the complaints data for Mercedes-Benz Finance?

          Click on the link below to view Mercedes-Benz Finance’s complaints data publication.

          Please click here.