Financial Conduct Authority

Autoguard Warranties Ltd is a Financial Conduct Authority approved company under number 500640.

We take ‘Treating Customers Fairly’ very seriously and endeavour to provide a service our dealers and customers come to expect.

It is the 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 you should in the first instance contact the Managing Director. 

The CEO
Autoguard Warranties Ltd.
Building 5, Archipelago Office Park, Lyon Way
Camberley
GU16 7ER

Telephone +44 3432 271 499

Email Email: complaints@autoguardwarranties.com


Please ensure your schedule number is quoted in all correspondence to assist a quick and efficient response.

In the event that you remain dissatisfied and wish to make a complaint about a product purchased from 25th October 2021 until 31st Decemeber 2023, you can do so by contacting the following:

Mr Anthony Mowatt Chairman
Bastion Insurance
4th Floor
Development House
St Anne Street
Floriana
FRN 9010
Malta

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 but have a group annual turnover of less than €2 million, or are a charity with an annual income of less than €2 million, or are a trustee of a trust with a net asset value of less than €2 million. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0800 023 4567

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.

For any insurance products purchased from 1st January 2024, 

A COMPLAINT Against FINANCIAL & LEGAL INSURANCE Company Limited, the company that underwrites this Policy: 


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: complaint.info@financial-ombudsman.org.uk

Website:  www. financial-ombudsman.org.uk  


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


What our customers say about us …

The service was excellent in every way, very professional thank you very much.

Mr S Rickard