Complaints Procedure

We aim to provide you with a service you will be entirely satisfied with, and we work hard to resolve the occasional problem or misunderstanding that occurs. If for any reason we do not succeed, please direct any complaint relating to the administration of your motor claim to our Operations Manager – contact details shown below.

Lancaster Gate Assistance
Suite V, Diss Business Hub
Hopper Way
Diss
Norfolk
IP22 4NG
Email:
enquiries@lgassistance.co.uk
Telephone: 01379 671805

Any complaints received will naturally receive our urgent attention. Your complaint will be acknowledged within 5 business days of receipt, and we will contact you again as soon as we are able, and at the latest within 20 working days. If we are unable to find a resolution or provide you with our final response within this time, we will contact you with an explanation and keep you informed of our investigation process.

If your complaint is not resolved to your satisfaction after we have issued you with our final response, you may refer the matter to The Financial Services Ombudsman service, an independent dispute-resolution body who can be contacted using the below details.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email:
complaint.info@financial-ombudsman.org.uk
Telephone: 0800 0234567
or 0300 1239123
Web:
www.financial-ombudsman.org.uk

If you are dissatisfied with any aspect of the way in which we process your personal data, please contact us at datacontrol@lexhaminsurance.co.uk.

If you make a data protection complaint to us, we will deal with it in line with the requirements of the DUAA. We will:

acknowledge receipt of the complaint within 30 days of receiving it;
without undue delay, take appropriate steps to respond to the complaint, including making appropriate enquiries, and keep you informed; and
without undue delay, tell you the outcome of the complaint.

You also have the right to complain to the UK's data protection supervisory authority, the Information Commissioner's Office (ICO). The ICO may be contacted via its website which is https://ico.org.uk/concerns/, by live chat or by calling their helpline on 0303 123 1113 (local rate) or 01625 545745 (national rate). Their address is: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.