How to make a complaint

We aim to provide a first class service at all times. If you are not satisfied by our service, We would like to hear about it in order for us to put things right. You may make a complaint by following the steps listed below. We will aim to deal with your complaint quickly and courteously.

Please note that Autoguard Warranties operates a strict zero tolerance verbal abuse policy when dealing with customers. Autoguard Warranties reserves the right to immediately cancel the customers cover, without any refund, in any situation where a customer delivers verbal abuse or threats in any medium, that are directed against a member of our staff and or the business.

A complaint against Best4 (the Administrator) who sold you the policy

Step 1: The majority of complaints are seen to and resolved quickly and promptly by our policy team. In case they are unable to help you, you may approach the manager or senior person responsible.

Step 2: If you remain dissatisfied, you may put your complaint forward in writing to our CEO by addressing a letter to the Chief Executive Officer CEO, Best4 GAP, Building 5, Archipelago Office Park, Lyon Way, Camberley. Surrey GU16 7ER or by e-mail to [email protected]

In your written complaint please head your letter or e-mail COMPLAINT and include your full name, address and vehicle registration number, detail the reason for your complaint and include copies of any material you may wish to provide us.

Taking your complaint further: If after following both Step 1 and Step 2 you are not satisfied, you may then refer the dispute to the Financial Ombudsman Service (FOS) within six months of our final response. The FOS will only be able to consider your complaint if both Step 1 and Step 2 above have been followed. The FOS may be contacted at Financial Ombudsman Service, South Quay Plaza, 183, Marsh Wall, London, E14 9SR.

Against Finance & Legal Limited, the company that underwrites or policies (trading from 8th January 2024)

A COMPLAINT Against FINANCIAL & LEGAL INSURANCE Company Limited, the company that underwrites our policies. 

Our aim is to provide a first-class standard of service at all times.

  
If You feel that You have been let down and you wish to raise a complaint about the sale of this policy, please contact Your insurance broker.

If You feel that We have let You down and You wish to raise a complaint, please contact us on 0161 603 2140 or in writing to The Compliance Department, Financial & Legal Insurance Company Limited, No. 1 Lakeside, Cheadle Royal Business Park, Cheadle, Cheshire SK8 3GW.  Please quote the reference number on Your certificate of insurance on all correspondence.

Our staff will attempt to resolve Your complaint within 3 business days of receipt and a summary resolution communication letter will be sent to You.  Where this is not possible, We will acknowledge Your complaint promptly. If the complaint is not resolved within 4 weeks of receipt, We will write to You and let You know what further action We will take. A final response letter will be issued within 8 weeks of receipt.  

If, upon receipt of Our letter in response to Your complaint You remain dissatisfied, You may refer Your complaint to the Financial Ombudsman Service.  You can contact the Financial Ombudsman Service at: Exchange Tower, London, E14 9SR.

Telephone: 0800 023 4567 

Email: [email protected]

Website:  www. financial-ombudsman.org.uk  

The use of these facilities does not affect Your right to take legal action.

Against Bastion, the company that underwrites our Policies (for products purchased from 25/10/2021 - 31/12/2023)

Should your complaint be about the company that underwrites this Policy, you may write to Mr Anthony Mowatt Chairman, Bastion Insurance, 4th Floor, Development House, St Anne Street, Floriana, FRN 9010,Malta.

In your written complaint please head your letter COMPLAINT and include your policy number and your full name and address, and detail the reason for your complaint to include copies of any relevant material you may wish to provide. If you are not satisfied with the manner in which your complaint has been resolved, you may refer your complaint to the Office of the Arbiter for Financial Services established under the Arbiter for Financial Services Act, (Cap.555).

Following these procedures will not affect your right to take legal action. 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.

Against Jackson Lee Underwriting, the company that underwrites this Policy

(For policies purchased between 01/06/2020 - 25/10/2021)

For complaints about claims, policy administration and documents, please write to the Managing Director at: Jackson Lee Underwriting, The Estate Office, Shadrack, Berry Pomeroy Totnes, Devon, TQ9, 6LR, phone 0330 111 3093 or email [email protected]

• We will acknowledge your complaint within three working days of receiving it.
• We will look to:
• Try to resolve your complaint by the end of the third working day. If we are unable to do this we will write to you within 5 working days.
• Tell you the name of the person managing the complaint when we send our acknowledgement letter and;
• Aim to resolve your complaint within 20 working days. If this is not possible for any reason we will write to let you know when we will contact you and provide you with our final response.