Policyholders

U Drive Cover LTD complaints procedure.

It is our intention to always provide exceptional service. However, in the event that you are unhappy with our service please contact us immediately and we will endeavour to provide you with the service you are entitled to.

You can contact us by phone on 0333 400 1061, by email to complaints@udrivecover.com or in writing to:

Kiana Smith

Complaints and Company Liaison officer

Grosvenor House, 4/7 Station Road, Sunbury, TW16 6SB

We will make every effort to resolve your issues immediately. If this cannot be resolved by the end of the following business day, we will: –

• Acknowledge your complaint promptly in writing.
• Advise you of the person dealing with your complaint and how you can contact them.
• Advise you of the reasons for any delay and keep you updated until the complaint has been satisfactorily dealt with.
• In any event we will issue our final response to your complaint within 8 weeks of receipt.

If you remain dissatisfied after receiving our final response you have the right to refer your complaint to the Financial Ombudsman service, free of charge but you must do so within 6 months.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact details are as follows

The Financial Ombudsman Service,
Exchange Tower
Harbour Exchange Square
Isle of Dogs
London
E14 9SR

Telephone: 0800 023 4567

Email: Complaint.info@financial-ombudsman.org.uk

To make a claim on your policy please call Auxillis, our claims management company on:-

0344 517 0112

Auxillis will help you deal with your claim efficiently and quickly. They have the expertise and experience to provide you with the advice and help you need.

By using Auxillis they can provide you with a range of benefits for non fault accidents including: Recovering your policy excess, assisting with personal injury claims (they will find the right solicitor to pursue your claim), replacement vehicles for non-fault claims, sourcing an alternative car until yours is repaired and the recovery of any loss of earnings suffered.