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 contact you within five days of receiving your complaint. In some cases, this will be to acknowledge your complaint, but in others, it may be to give you a full reply. If we cannot deal with your complaint within five working days, we will aim to give you a full reply within 28 days. In complex cases, or where further investigation is needed, this may take longer, and we will let you know if this is the case.
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 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 which 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.
For more information, you can visit the Motor Ombudsman website at www.theMotorOmbudsman.org or call their information line on 0345 241 3008. To make a complaint to the Motor Ombudsman you can either call their information line or fill in an online form at www.themotorombudsman.org/consumers/make-a-complaint.
Please note: The Motor Ombudsman can only deal with your complaint if you have already complained directly to us and at least eight weeks have passed since you did that. Complaints to the Motor Ombudsman must be made within 12 months of our final decision.
This complaints procedure does not affect any legal right you have to take action against us. Your product documentation and our Complaints Management Team will provide you with the correct referral process whether it is to the Financial Ombudsman or the Motor Ombudsman should you remain unhappy with the outcome to your complaint. Please note that not all complaints will be considered by FOS or the Motor Ombudsman.