I would like to make a complaint about my insurance agreement.






















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

We are sorry that you are not satisfied with your Motor Insurance or that our service has not met your expectations. To make a complaint please call us on 0345 600 2180

Alternatively please write to us at:

Daimler Insurance Services,
Delaware Drive
Tongwell,
Milton Keynes, 
MK15 8BA
If you are unhappy with the outcome of your complaint you may refer the matter to the Finanical Ombudsman Service at: 

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 (free from landlines) or 0300 123 9123 (free from most mobile phones) 

Or simply log on to their website at www.financial- ombudsman.org.uk

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.

Financial Service Compensation Scheme (FSCS).

Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.

Further information about the scheme is available from the FSCS website www.fscs.org.uk or write to:

Financial Services Compensation Scheme
10th Floor Beaufort House
15 St Botolph Street
EC 3A TQU

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I wish to make a complaint regarding my 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 Dealer who sold you the policy.

- Making a complaint regarding GAP Insurance (Policies sold between 2008 and March 2014) 

Finance GAP Insurance and Invoice GAP Insurance are both underwritten by MAPFRE Asistencia.

Please contact MAPFRE Assistance on 0330 400 1663. Open Monday-Friday 9.00am - 5.30pm.

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

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I wish to make a complaint regarding my 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 Dealer who sold you the policy.

Making a complaint regarding GAP Insurance (Policies sold after March 2014)
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 at:
customersupport@autoprotect.co.uk


or, 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 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

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