How can I make a complaint?

 

Hello,

I’m sorry you need to visit this part of our website. I say this because we always aim to get things right first time for our customers and it’s disappointing when we haven’t achieved this.

That’s why it’s important that we hear from you when you aren’t happy. This helps us put right a wrong, explain something that perhaps we could have made clearer and generally do what we can to improve your experience as a customer.

The good news is that most problems can be sorted out very quickly – which is what everyone wants. That’s why we suggest you call us first to see if we can get things back on track for you. I have detailed below just how this works.

Thank you for taking the time to let us know you’re unhappy. It’s your feedback that helps us shape the service we provide in the future.

Kind regards

Darren Ogden 
Interim Chief Executive Officer


The majority of problems can be put right with just one phone call so if you need to make a complaint about your car or home policy please follow the steps below: if you have a complaint about a claim relating to one of your optional extra products, not underwritten by us, please click on the relevant product listed at the bottom of this page:

Step One

If it’s about your claim please call us on:

0345 607 7294     Car Claim

If it’s about anything else then call us on:

0345 601 7191     Car Insurance

Every effort will be made to sort things out for you within 3 days after your complaint is received.  Once we’ve resolved your complaint we will send you an email or letter just to confirm you’re happy with what’s been agreed – this is a Summary Resolution Communication.  It will have a link that brings you here.  This is so we can tell you about the complaints service we offer and how the Financial Ombudsman Service can help, should you need it.

Step Two

When a complaint can’t be resolved quickly or you aren’t happy with the initial resolution our Customer Relations team are here to help you. This is a dedicated team who will carry out an independent review for you and they act with full authority of our Chief Executive.

We’ll contact you to tell you who will own your complaint and how long you can expect to wait for a decision.  We will write to you with our view within eight weeks from the date you first complained – this is known as a ‘final decision’ letter.

The email address is [email protected] or you can write to;

Customer Relations
First Alternative
The Observatory
Reigate
Surrey
RH2 0SG

If you bought one of our products online you also have a right to refer your complaint to the UK Online Dispute Resolution Platform where you may be able to get help raising your complaint with the Financial Ombudsman Service. 

Step Three

If you're still unhappy following Step One or Step Two you can approach the Financial Ombudsman Service. They're an independent body who have been set up to resolve disputes between customers and financial companies, including insurers. 

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge.  Although there are time limits for referring your complaint to the Ombudsman, we will agree to the Ombudsman considering your complaint even if you refer the complaint outside the time limits. On the rare occasion where we won't give consent we will explain this in our final decision letter. 

Their website has a great deal of useful information www.financial-ombudsman.org.uk

You can contact them on;

Tel: 0300 1239 123 or 0800 0234 567

Email: [email protected]

Address:  The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

 

How can I make a complaint about a product not underwritten by esure?

Simply choose the product below:

 

Breakdown Assistance Cover


We are committed to providing an excellent service. However, we realise that there are occasions when you may feel you did not receive the service you expected. If you are unhappy with our services in relation to this breakdown assistance cover, such as services at or following a breakdown or the included benefits, please contact us as follows:

For sales and administration related complaints please refer to the complaints section at the end of this booklet. For all other complaints please refer to the below process:

Breakdown related complaints
Phone  In writing
0330 159 0342

Breakdown Customer Care
RAC Financial Services Limited
Great Park Road
Bradley Stoke 
Bristol
BS32 4QN
[email protected]


In the event that we cannot resolve your complaint to your satisfaction under the complaints process set out above, you can choose to refer your complaint to the Financial Ombudsman Service at the following address:

 

Financial Ombudsman Service
Phone In writing
0800 023 4566 or 0300 123 9123

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
[email protected]uk
www.financial-ombudsman.org.uk


You can also register a complaint about an online purchase with the European Union’s Online Dispute Resolution platform (or ODR). Their website is http://ec.europa.eu/consumers/odr/. The ODR will simply pass your complaint to the Financial Ombudsman Service.

RAC Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). If it is unable to meet its obligations under the relevant sections of cover, you may be entitled to compensation from the FSCS.

Further information about FSCS arrangements is available from the FSCS website www.fscs.org.uk, or by writing to:

Financial Services Compensation Scheme
10th Floor
Beaufort House
15 St Botolph Street
London
EC3A 7QU

The cover provided by RAC Motoring Services under this Breakdown assistance cover is not covered by the FSCS.

Breakdown cover is provided by RAC Motoring Services (Registered No 01424399) and RAC Insurance Ltd (Registered No 2355834). Registered in England; Registered Offices: RAC House, Brockhurst Crescent, Walsall WS5 4AW. RAC Motoring Services is authorised and regulated by the Financial Conduct Authority (Registration no: 310208). RAC Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Registration no: 202737). You can check this information on The Financial Services Register by visiting www.fca.org.uk.

Law

The parties are free to choose the law applicable to this breakdown assistance cover. Unless specifically agreed to the contrary, this contract will be subject to the laws of England and Wales. Unless otherwise agreed, the contractual terms and conditions including this breakdown assistance cover and the Schedule and other information relating to this contract will be in English.