You are important to us
We are listening, and want to do everything we can to make your car ownership and maintenance simpler. Using your This is Money Motoring Club account you can see key information personalised to your cars, as well as keep on top of your ownership.
If you can’t find what you are looking for and would like to discuss a car warranty, MOT, Car Service, repair or anything else please don’t hesitate to contact us through one of the following methods:
| The best way to get a speedy response from any of our departments is by logging into your MotorEasy account and sending a new message through ‘Mail’. This works just like your normal email provider, and we will let you know when an agent has replied through text, email and browser notification. Log in Here Create a FREE Account | You can chat to one of our helpful representatives
live online between these times: |
| MotorEasy | Call us on: 0800 131 0001 Phone lines are open: |
Complaints
We take complaints extremely seriously so if you have a complaint, please let us know so that we have the opportunity to investigate the problem and resolve the matter. You should submit your complaint via the ‘mail’ in your MotorEasy account.
The Financial Ombudsman Service exists to help resolve complaints when We have not been able to resolve matters to Your satisfaction and the service they provide is free and impartial. Their contact details are as follows:
Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Telephone: 0800 023 4567 (calls to this number are free on mobile phones and landline)
0300 123 9123 (Calls to this number cost no more than calls to 01 and 02 numbers.)
Email: complaint.info@financial-ombudsman.org.uk
For further information, you can visit The Motor Ombudsman website at www.TheMotorOmbudsman.org or call their Information Line on 0345 241 3008.
This complaints procedure does not affect legal rights.
Investigation
Your complaint will be thoroughly investigated and responded to by our Customer Relations Team and finally by the Head of Customer Relations.
Communication
- We will usually acknowledge your complaint on the same day, but in any case within five working days.
- We may require more information, and we will message and email you to request this if it is necessary.
- We will give you a clear explanation for our action. If we need to pay any undisputed amount due under the plan, we will do this quickly and this will not affect your complaint.
- If we need to take action to settle the problem, we will inform you and update you with any developments.
- Within eight weeks of receiving your complaint, we will send you:
- a final response; or
- a response which will explain why we cannot yet settle your complaint and advise you when our experts are able to provide you with a final response.
This process does not affect your statutory rights. Nothing in these terms and conditions will reduce or affect your statutory rights. For further information about your statutory rights contact Consumer rights or Citizens Advice .
Complaint procedure for GAP, Alloy, Tyre and Cosmetic Insurance
Please refer to the complaints section found in your GAP Insurance policy document for full details including contact information. You can find this document by logging into your MotorEasy account.
