Complaints Procedure

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
IP22 4NG
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
E14 9SR
Telephone: 0800 0234567
or 0300 1239123