We are committed to providing the best possible service to all our customers.
If something goes wrong we need you to tell us about it. This will help us to improve our standards and help ensure it doesn’t happen again.
To ensure that your complaint is dealt with quickly and efficiently please follow our complaints procedure as set out below.
Step 1: Select your policy
Step 2: Select your underwriter
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days.
AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD
Tel: 01869 232563
Email: info@ams-gap.com
Or
Mr Anthony Mowatt
Director
Bastion Insurance Company Limited
4th Floor
Development House
St Anne Street
Floriana
FRN 9010
Malta
Vehicles under 4 months old from date of first registration and under 1,500 miles at the start date.
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
Customer Relations Department
TWG Services Limited
The Aspen Building
Floor 2
Vantage Point Business Village
Mitcheldean
Gloucestershire
GL17 0AF
Tel: 0330 100 3246
Email customer.relations@thewarrantygroup.com
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days.
AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD
Tel: 01869 232563
Email: info@ams-gap.com
Or
Mr Anthony Mowatt
Director
Bastion Insurance Company Limited
4th Floor
Development House
St Anne Street
Floriana
FRN 9010
Malta
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
Customer Relations Department
TWG Services Limited
The Aspen Building
Floor 2
Vantage Point Business Village
Mitcheldean
Gloucestershire
GL17 0AF
Tel: 0330 100 3246
Email customer.relations@thewarrantygroup.com
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
If you wish to make a complaint, you can do so at any time by referring the matter to AXA, please email clp.uk.info@partners.axa
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days.
AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD
Tel: 01869 232563
Email: info@ams-gap.com
Or
Mr Anthony Mowatt
Director
Bastion Insurance Company Limited
4th Floor
Development House
St Anne Street
Floriana
FRN 9010
Malta
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days.
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days.
AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD
Tel: 01869 232563
Email: info@ams-gap.com
or
Complaints Lloyd’s
One Lime Street
London
EC3M 7HA
Tel: 020 7327 5693
Fax: 020 7327 5225
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly. At all times we are
committed to providing you with the highest standard of service.
If you wish to make a complaint about any of the following:
Please email or write to us using the below contact details:
AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire OX25 5HD.
Tel: 01869 232563
Email: info@ams-gap.com
Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days. If a final response is not provided within fifteen working days, you will be informed about the cause of the delay and an indication when the investigation is likely to be complete.
If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The contact details for the FOS are: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Or telephone 0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
Email complaint.info@financial-ombudsman.org.uk.
The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk.
Premiums and Claims – Your Rights
When handling premium payments from you that are due to us, and when handling any premium refund due to you, ALAIB Limited and or AMS act as our authorised agents. This means that when you pay a premium to ALAIB or AMS it is deemed to have been received by us, and that any premium refund paid by ALAIB or AMS is not deemed to have been paid until you have received the payment.
Also, when AMS handle a claim you make under this policy they act as our authorised agents. This means that any valid claim you make with AMS which is to be settled by a payment, is not deemed to have been settled until you have received the payment.
Law & Jurisdiction
This policy shall be governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we are unable to meet our obligation to you under this contract. Further information can be obtained from the Financial Services
Compensation Scheme, 10th Floor, Beaufort House, 15 St. Botolph Street, London, EC3A 7QU. Tel: 0800 678 1100
(Freephone) or 020 7741 4100. Website: www.fscs.org.uk
We always aim to provide a first class standard of service.
However, if you are dissatisfied you should in the first instance address Your enquiry to the administrator quoting your policy number.
Their details are:
Spectrum Insurance Services Ltd
Westthorpe Business Innovation Centre
Sheffield
S21 1TZ
Telephone: 01143 219680. (Mon-Fri 9am to 5pm)
email: customerservices@spectrumcover.co.uk.
Every effort will be made to respond to the complaint promptly. You will be kept informed thereafter of the progress and measures being taken for the complaint’s resolution. You will be contacted again within 8 weeks from the date you first notified the administrator of your complaint to issue a final response letter.
If You are still not satisfied, You can contact the Insurance Division of the Financial Ombudsman Service at:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
You can also contact the Financial Ombudsman Service on 0800032 8000. Website: www.financial-ombudsman.org.uk
(Using this service does not affect Your right to take legal action.)
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
If you wish to make a complaint, you can do so at any time by referring the matter to CVT@mbginsurance.com
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
If you wish to make a complaint, you can do so at any time by referring the matter to CVT@mbginsurance.com
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
If you wish to make a complaint, you can do so at any time by referring the matter to complaints@stubbenedge.com
We always aim to provide a first class standard of service.
However, if you are dissatisfied you should in the first instance address Your enquiry to the administrator quoting your policy number.
Their details are:
Spectrum Insurance Services Ltd
Westthorpe Business Innovation Centre
Sheffield
S21 1TZ
Telephone: 01143 219680. (Mon-Fri 9am to 5pm)
email: customerservices@spectrumcover.co.uk.
Every effort will be made to respond to the complaint promptly. You will be kept informed thereafter of the progress and measures being taken for the complaint’s resolution. You will be contacted again within 8 weeks from the date you first notified the administrator of your complaint to issue a final response letter.
If You are still not satisfied, You can contact the Insurance Division of the Financial Ombudsman Service at:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
You can also contact the Financial Ombudsman Service on 0800032 8000. Website: www.financial-ombudsman.org.uk
(Using this service does not affect Your right to take legal action.)
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
If you wish to make a complaint, you can do so at any time by referring the matter to cyclecomplaints@davies-group.com or call 0345 074 4810
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:
When writing please include the following information:
1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us
If you wish to make a complaint, you can do so at any time by referring the matter to complaints@white-horse.ie
We strive to always give you the best possible service, however we understand there may be times when you are unhappy with us.
If you wish to make a complaint about the Sale of this Motor Excess Insurance policy, you can write to:
AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD
Alternatively, you may call 01869 232563 or email info@ams-gap.com
If you have a complaint about a Claim or our Service, you can write to our Customer Relations Manager at:
Customer Relations – Motor Excess Insurance
Inter Partner Assistance S.A. UK Branch
The Quadrangle
106-118 Station Road
Redhill
Surrey
RH1 1PR
Alternatively, you can call us on 01737 815215, or email quality.assurance@axa-assistance.co.uk
We will deal with your dissatisfaction as soon as we can and try to reach an amicable resolution.
If it is impossible to reach an agreement, you have the right to refer the matter to the Financial Ombudsman Service, by writing to:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Alternatively, you may phone them on 0345 0O80 1800 or email: complaint.info@financialombudsman.org.uk
Following the complaint procedure, or referring your complaint to the Financial Ombudsman Service, does not affect your legal rights or ability to make a claim or benefit from another part of this policy in the future.
Car Excess Insurance
Short Term Motor Insurance
Scratch and Dent Insurance
Tyre & Alloy Wheel Insurance
Cycle Insurance
