How to complain

It is our intention to give you the best possible service but if you do have any complaints regarding the sale

of your insurance product / service contract then we invite you to follow the correct procedure as detailed below.

 

For products that describe themselves as a Warranty, Insurance or Policy

Step 1

You should in the first instance contact the Chief Executive Officer of the administrators. The contact details are:

CEO, Autoguard Warranties Ltd, Building 2, Archipelago Office Park, Lyon Way, Camberley, Surrey GU16 7ER

Tel: 03432 271 499 Fax: 01276 672015

Email: complaints@autoguardwarranties.com

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response. If your complaint cannot be resolved by the end of the third working day, Autoguard Warranties Ltd will pass it to:

Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ.

Tel: 0345 218 2685

Email: customerrelations@ukgeneral.co.uk

Step 2

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 and have an annual turnover of less than €2million and fewer than ten staff. You may contact the

Financial Ombudsman Service at:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Tel: 0300 123 9 123

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

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 products that describe themselves as a Guarantee or Service Contract

Step 1

You should in the first instance contact the Chief Executive Officer of the Administrators. The contact details are:

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

Tel: 03432 271 499

Fax: 01276 672015

Email: complaints@autoguardwarranties.com

Please ensure your contract number, as found on your agreement form, is quoted in all correspondence to assist a quick and efficient response.

Step 2

In the event that we cannot resolve a complaint to your satisfaction you may contact The Motor Ombudsman on 0207 344 1651, submit a case online at www.themotorombudsman.org/contact or, alternatively you can write to;

The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN

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.

 

DATA PROTECTION ACT 1998

Please note that any information provided to us will be processed by us and our agents in compliance with the provisions of the Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may necessitate providing such information to third parties. We may also send the information in confidence for process to other companies acting on their instructions including those located outside the European Economic Area.