Complaints

If you have a complaint, we would like to be able to talk to you about it as soon as possible. As you’d expect, if you complain using the phone or our online form, the faster we’ll be able to understand your concerns and give you a fair response.

Call Us

To talk to a member of our customer service team you can call us on 03303 438 628.

What we need from you

Opening Times

Monday to Thursday - 8.00am - 8.00pm

Friday - 8.00am - 7.00pm

Saturday - 9.00am - 5.30pm

Sunday – Closed

If you feel more comfortable writing your complaint down there are two methods available to you.

Online

Fill in our online complaint form . It shouldn't take you too long to complete and one of our colleagues will call you back as soon as possible.

What we need from you

For security reasons, we can’t discuss your complaint by email. Please include your telephone number (providing a mobile number where possible) on the form so that we can call you. You’ll be able to specify a time of day for the call that suits you.

Write to us

Write to us at Autonet Insurance Services Ltd, Complaints Department, Nile Street, Burslem, Stoke-On-Trent, ST6 2BA.

In order to resolve your complaint as quickly as possible, please include the following information in your letter:

A description of your concern.
What you’d like us to do to put things right.
Your name and address.
A daytime phone number and best time to contact you.
Your client reference number – this can be found in the top right hand corner of any correspondence we have issued to you and helps us to find the policy you are complaining about.

Why we need this information:

This will help us to understand your issue and what has gone wrong to make sure we can get your complaint to the right person to fully investigate and fix your issues.

Your contact details will help us to get hold of you if we need to discuss your complaint or require further information.

Our promise to you

We will:

Acknowledge all complaints promptly.
Investigate quickly and thoroughly.
Keep you informed of progress.
Do everything possible to resolve your complaint.
Use the information from your complaint to pro-actively improve our service in the future.

If you're not happy with our response to your complaint

If you're unhappy with our response to your complaint you can ask the Financial Ombudsman Service to carry out an independent review. In any event, you have the right to ask them to review your complaint if we've been unable to resolve it within 8 weeks. The Financial Ombudsman Service can help with most complaints if you are:

A consumer
A business employing fewer than 10 persons that has an annual turnover that doesn't exceed £2 million
A charity with an annual turnover of less than £1 million
A trustee of a trust with a net asset value of less than £1 million

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service they provide is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.

The contact details are:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0800 0234567

Or you can log on to their website: www.financial-ombudsman.org.uk

Autonet Insurance Services Ltd - Complaints Data

Complaints received between 1st July 2017 and 31st December 2017 relating to general insurance
Number of Complaints Opened by Volume of Business - Intermediation	7.66 per 1,000 policies sold
Number of Complaints Opened	1339
Number of Complaints Closed	1354
Percentage Closed within 3 days	51%
Percentage Closed after 3 days but within 8 weeks	49%
Percentage Upheld	31%
Main Causes of Complaints Opened	Disputes over sums/charges

Complaints received between 1st July 2017 and 31st December 2017 relating to credit
Number of Complaints Opened by Volume of Business – Credit Broking	0.29 per 1,000 sales
Number of Complaints Opened	32
Number of Complaints Closed	36
Percentage Upheld	44%