Complaints Procedure
If your complaint is about the way a policy was sold to you
If at any time you have any query or complaint regarding the way the policy was sold, you should refer to the insurance intermediary that sold the policy to you.
If your complaint is about the administration of the policy
We hope that you will be pleased with the service we provide. In the unlikely event of a complaint, you should contact the Administrator by any of the following methods:
Car Care Plan Ltd
Jubilee House
5 Midpoint
Thornbury
BD3 7AG
Telephone: 0344 573 8000
Email: complaints@carcareplan.co.uk
We will reply within three (3) working days from when we receive your complaint. If it is not possible to give you a full reply within this timeframe (for example, because a detailed investigation is required), we will give you an interim response telling you what is being done to deal with your complaint, when you can expect a full reply and from whom. In most cases your complaint will be resolved within four (4) weeks. If it will take us longer than four (4) weeks, then we will tell you when you can expect an answer.
Where the product purchased is an insurance product (regulated by the Financial Conduct Authority) and if it is not possible to reach an agreement, you also have the right to ask the Financial Ombudsman Service to review your case. The right to apply to the Ombudsman must be exercised within six months of the date of our final decision. For more information, you can visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk, or you can write to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
We also abide by the Motor Industry Vehicle Warranty Products Code of Practice and further details can be found on The Motor Ombudsman website at www.TheMotorOmbudsman.org.
The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern. The Motor Ombudsman can be contacted by telephone on 0345 241 3008.
This complaints procedure does not affect any legal right you have to take action against us. However, please note that there are some instances where the FOS cannot consider complaints. Your product documentation and our Complaints Management Team will provide you with the correct referral process should you remain unhappy with the outcome to your complaint.