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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.

For policies purchased online, there is an alternative Online Dispute Resolution platform where complaints can be submitted http://ec.europa.eu/consumers/odr/

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 complaints from individuals, micro-enterprises and small businesses.

Details of whether the Financial Ombudsman Service will consider your complaint can be found on their website www.financial-ombudsman.org.uk or you can contact them by phone on 0800 0234567 or in writing.

Their address is:

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

Autonet Insurance Services Ltd - Complaints Data

Complaints received between 1st July 2018 and 31st December 2018 relating to general insurance

Number of Complaints Opened by Volume of Business - Intermediation

6.76 per 1,000 policies sold

Number of Complaints Opened

1382

Number of Complaints Closed

1326

Percentage Closed within 3 days

52%

Percentage Closed after 3 days but within 8 weeks

48%

Percentage Upheld

35%

Main Causes of Complaints Opened


Disputes over sums/charges


Complaints received between 1st July 2018 and 31st December 2018 relating to credit

Number of Complaints Opened by Volume of Business – Credit Broking

0.30 per 1,000 sales

Number of Complaints Opened

62

Number of Complaints Closed

62

Percentage Upheld

35%