What to do if you're not satisfied with our service

If you have a complaint, we really want to hear from you. We welcome your comments, as they give us the opportunity to put things right and improve Auto Assured  service. We want to deal with your concerns as quickly as possible, find below our complaints procedure.

As soon as we hear from you, we will take ownership of your complaint and do everything we can to resolve your concerns. We'll let you know within 24- 48 hours how we're getting on. While we're handling your complaint, we'll always keep you informed of progress.

Step 1: Call us, fill out a complaints form or a service feedback form on our website and submit it. If the complaint is during service provision, kindly indicate details in our service audit form.

We need to know the nature of your complaint and which service department you are referring to. In the complaints form, give us much detail on the complaint and if you have specific information like time, date, person who attended to you it will be of even more assistance.
Also comment on how you think the problem should be resolved.
You can do this by using the contact details in your starter pack ( stickers , membership card ) or Policy document or contact us by telephone, post, fax, email or through our website or email.

Step 2: You will receive a call from our Customer Service department acknowledging receipt of your complaint and the an update on its resolution or internal action being taken

We will try and resolve any complaint within 48 hours. If we are not able to do this we will write to you within three working days to either:

• tell you what we have done to resolve the problem, or
• acknowledge your complaint and let you know when you can expect a full response. We will also let you know how to contact the person or team dealing with your case.

Step 3: Update on timescales for problem resolution

If our investigations are likely to take longer, we will communicate to you officially and advise when we expect to provide you with a full answer or resolution to the problem. If we are unable to find a resolution we will also discuss with you alternatives available to you.