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.

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.

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.

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

A complaint against Autoguard Warranties (the Administrator)

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, Autoguard Warranties, Building 5, Archipelago Office Park, Lyon Way, Camberley. Surrey GU16 7ER or by e-mail to complaints@autoguardwarranties.com

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 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 a product, 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.

 

Against Bastion Insurance Company Limited, the company that underwrites this Policy

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 Your problem remains unresolved, You may be able to refer Your complaint to the Consumer Complaint Manager at Malta Financial Services Authority, Notabile Road, Attard, BKR 3000, Malta.

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.

For Warranty, Insurance or Policy products sold prior to 1 October 2018, click here

Data Protection Act 2018

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 2018, 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.