How to Submit a Complaint

Our commitment to you

insurance4carhire is committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.

How to make a complaint

There are a few things we'll need from you to find out about the current status of your policy/claim:

• Your policy number. This is the most important of all as it will help us to find your details easily and where possible understand how best to rectify the situation.

• Details of what went wrong. Please give us as much detail as possible. Where necessary please include the dates of your interactions with us and key events which are relevant to your complaint.

• How can we contact you? Just in case we need to speak to you further, please include some contact details and a preferred method of contact (e.g. phone or email).

Send us an email

The easiest way to communicate a complaint is simply to send us an email or start a live chat from our contact page.

The team receiving your email will try to resolve your complaint immediately.

In the unlikely event that your complaint has not been resolved within four weeks of its receipt, we will contact you and let you know the reasons why and the further action we will take.

Within eight weeks of its receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate to have concluded our investigation.

The Financial Ombudsman Service (FOS)

If you are unhappy with our decision (or one provided by AIG where applicable), or if we do not complete our investigation within eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The FOS is an independent service for settling disputes between businesses providing financial services and their customers.  This service is free to customers.

Please note that if you wish to refer your complaint to the FOS this must be done within six months of our final response letter.

The FOS contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Helplines:

0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk

European Commission

The European Commission has established an Online Dispute Resolution website for purchases made online.

The platform will send your complaint to an Alternative Dispute Resolution Provider (in the UK it will be the UK Financial Ombudsman Service).