Complaints
Complaints
How to Make a Complaint
If you are not satisfied with our investigation and final response to your complaint you may be able to refer the matter to an appropriate regulator or industry body. Within our final response to your complaint we will advise you of the most appropriate body to contact. There are several bodies responsible for reviewing and arbitrating different elements of our service and it is important to select the correct one.
Complaints are often complex, but it should be escalated to the body most suited to considering the most significant element of your complaint. You may use the options below to identify the correct escalation process. If you are still uncertain about who to contact, please call us directly for assistance.
Escalating Your Hire Vehicle Complaint
Any issues relating to the hire vehicle provided:
The BVRLA offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to the vehicle hire. Details of the service can be viewed here:
1. Using BVRLA’s conciliation service
2. ADR procedures
The BVRLA will attempt to resolve a dispute referred to them within 30 days.
You may contact the BVRLA directly by email at complaint@bvrla.co.uk or post at:
BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD
Complaints are often complex, but it should be escalated to the body most suited to considering the most significant element of your complaint. You may use the options below to identify the correct escalation process. If you are still uncertain about who to contact, please call us directly for assistance.
Escalating Your Vehicle Repair Complaint
Any issues relating to the repairs to your vehicle:
Promediate offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to the vehicle repairer and repair. Details of their services can be viewed here:
1. Promediate main site
2. Promediate contact us page
You may contact the Promediate directly by email at enquiries@promediate.co.uk
or by telephone on: 0203 621 3908 or 0782 7961764.
Escalating Your Claim Administration Complaint
Any issues relating to the administration process of your claim:
The Financial Services Ombudsman offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to personal injury services and associated matters. Details of their services can be viewed here:
1. Financial Ombudsman
2. Financial Ombudsman complaints
You may contact the Financial Ombudsman Service directly by email at complaint.info@financial-ombudsman.org.uk or by telephone on 0800 0234567 (free to call on mobiles and landlines) or +44 207 964 0500 (if you are calling from abroad).
Escalating Your Loss Recovery Complaint
Any issues relating to the recovery of losses:
Promediate offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to the losses (other than personal injury) they have suffered following an accident. Details of their services can be viewed here:
1. Promediate main site
2. Promediate contact us page
You may contact Promediate directly by email at enquiries@promediate.co.uk
or by telephone on: 0203 621 3908 or 0782 7961764.
Escalating Your Personal Injury Complaint
Any issues relating to personal injury:
The Claims Management Ombudsman offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to issues with the initial contact, sale legal expenses, credit protection and excess protection policies. Details of their services can be viewed here:
1. Claims Management Ombudsman
2. Claims Management Ombudsman complaints
You may wish to contact the Claims Management Ombudsman Service directly online or by telephone on 0800 0234567 (free to call on mobiles and landlines) or +44 207 964 1000 (if you are calling from abroad).