Please make sure the following details are included:

Your full name

Your telephone number

Vehicle registration number

The name of the person or department you’ve dealt with

Detail your concerns or questions

What actions you feel we can do to put things right

The best method to contact you with details

We will look into your concerns as efficiently as possible and resolve matters within 8 weeks where possible. Queries processed through this procedure will be handled in accordance of the requirements in the Data Protection Act 1998.

If you are still dissatisfied with our final response or the update provided at eight weeks.

If a non-financial services related dispute arises that cannot be resolved between us within a reasonable timescale, you may refer the dispute to the free independent Advisory and Conciliation Service operated by Motor Codes, the government-backed, self-regulatory body for the motor industry.

For insurance and regulated credit agreement complaints you can contact the Financial Ombudsman Service. The Financial Ombudsman Service is free, independent and impartial.

The Financial Ombudsman Service consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk, email them at complaint.info@financial-ombudsman.org.uk or write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.