How to complain
It is our intention to give you the best possible service but if you do have any complaints regarding the sale of your insurance product / service contract then we invite you to follow the correct procedure as detailed below.
Please note that Autoguard Warranties operates a strict zero tolerance verbal abuse policy when dealing with customers. Autoguard Warranties reserves the right to immediately cancel the customers cover, without any refund, in any situation where a customer delivers verbal abuse or threats in any medium, that are directed against a member of our staff and or the business.
Step 1
You should in the first instance contact the Chief Executive Officer of the Administrators. The contact details are: CEO, Autoguard Warranties Ltd, Building 5, Archipelago Office Park, Lyon Way, Camberley, Surrey GU16 7ER
Tel: 03432 271 499
Email: complaints@autoguardwarranties.com
Please ensure your contract number, as found on your agreement form, is quoted in all correspondence to assist a quick and efficient response.
Step 2
In the event that we cannot resolve a complaint to your satisfaction you may contact The Motor Ombudsman on 0207 344 1651, submit a case online at www.themotorombudsman.org/contact or, alternatively you can write to;
The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
Step 1
The majority of complaints are seen to and resolved quickly and promptly by Our policy team. In case they are unable to help you, you may approach the manager or senior person responsible.
Step 2
If You remain dissatisfied, You may put Your complaint forward in writing to Our CEO by addressing a letter to the Chief Executive Officer CEO, Autoguard Warranties, Building 5, Archipelago Office Park, Lyon Way, Camberley. Surrey GU16 7ER or by e-mail to complaints@autoguardwarranties.com
In Your written complaint please head Your letter or e-mail COMPLAINT and include Your full name, address and Vehicle registration number, detail the reason for Your complaint and include copies of any material You may wish to provide us.
Taking your complaint further
If after following both Step 1 and Step 2 You are not satisfied, You may then refer the dispute to the Financial Ombudsman Service (FOS) within six months of our final response. The FOS will only be able to consider your complaint if both Step 1 and Step 2 above have been followed. The FOS may be contacted at Financial Ombudsman Service, South Quay Plaza, 183, Marsh Wall, London, E14 9SR.
Should your complaint be about the company that underwrites this Policy, you may write to Mr Anthony Mowatt Chairman, Bastion Insurance, 4th Floor, Development House, St Anne Street, Floriana, FRN 9010, Malta.
In Your written complaint please head Your letter COMPLAINT and include Your policy number and Your full name and address, and detail the reason for Your complaint to include copies of any relevant material You may wish to provide.
If Your problem remains unresolved, You may be able to refer Your complaint to the Consumer Complaint Manager at Malta Financial Services Authority, Notabile Road, Attard, BKR 3000, Malta.
Following these procedures will not affect your right to take legal action.
The above complaints procedure is in addition to Your statutory rights as a consumer. For further information about Your statutory rights contact Your local authority Trading Standards Service or Citizens Advice Bureau.
Please note that any information provided to us will be processed by us and our agents in compliance with the provisions of the Data Protection Act 2018, for the purpose of providing insurance and handling claims, if any, which may necessitate providing such information to third parties. We may also send the information in confidence for process to other companies acting on their instructions including those located outside the European Economic Area.