WHAT TO DO IF YOU HAVE A COMPLAINT
It is Our 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 or the service provided at the roadside You should follow the Complaints Procedure below.
Complaints regarding the sale of the policy: Please contact Your agent who arranged the Insurance on Your behalf.
Complaints regarding claims: Please contact International Breakdown Limited, Trust House, New Augustus Street, Bradford BD1 5LL.
In all cases, if Your complaint regarding the sale of Your policy or Your claim cannot be resolved by the end of the third working day, Your complaint will be passed to Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ. Tel: 0345 218 2685. Email: email@example.com.
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 and have an annual turnover of less than €2 million and fewer than ten staff.
You may contact the Financial Ombudsman Service at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0300 123 9 123. Email: firstname.lastname@example.org
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. If You have purchased the insurance policy online, You may also raise Your complaint via the EU Online Dispute Resolution Portal at http://ec.europa.eu/consumers/odr/. This will forward Your complaint to the correct Alternative Dispute Resolution scheme.
For insurance complaints in the UK this is the Financial Ombudsman Service. However, this may be a slower route for handling Your complaint than if You contact the Financial Ombudsman Service directly.