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 Bastion, the company that underwrites our Policies
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.