We understand we don’t always get things right every time and sometimes customers will feel it necessary to complain. We take every complaint we receive from a customer very seriously, logging, investigating, resolving and reporting back to customers where our service has not met our usual high standards. Please find below contact details should you wish to report a complaint, details of our complaints process as well as other helpful information about timings and the regulatory bodies that oversee our complaints process.

We deal with all customer complaints in a fair and prompt way. Complaints can be made verbally or in writing either by telephone, email or post. We find most complaints can be resolved by speaking directly to the team responsible for your claim.

To raise a complaint with us please:

• Call us on: 0800 028 3253 or email us at: quality@cabaid.co.uk
• Write to: The Quality Team, Cab Aid Limited, Redmond House, Fern Court, Bracken Hill Business Park, Peterlee, Co Durham SR8 2RR

We always seek to resolve a customer's complaint on any service provided (general service, insurance related service, claims management service) to the customer's satisfaction as soon as practical. When we receive a complaint we will contact you within five working days to confirm receipt and inform you of the action we plan to take. We will try to resolve the problem and provide an answer within four weeks. In some cases it may take us more than four weeks - but we will advise you of any further time we require - and you will receive a full and final response within eight weeks of the original complaint being made.

Escalating Your Hire Vehicle Complaint

Any issues relating to the hire vehicle provided:

The BVRLA offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to the vehicle hire. Details of the service can be viewed here:

1. Using BVRLA's conciliation service
2. ADR procedures

The BVRLA will attempt to resolve a dispute referred to them within 30 days.

You may contact the BVRLA directly by email at complaint@bvrla.co.uk or post at:

BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD

Escalating Your Vehicle Repair Complaint

Any issues relating to the repairs to your vehicle:

Promediate offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to the vehicle repairer and repair. Details of their services can be viewed here:

1. Promediate main site
2. Promediate contact us page

You may contact the Promediate directly by email at enquiries@promediate.co.uk

or by telephone on: 0203 621 3908 or 0782 7961764.

If your complaint relates to provision of the claims management service we administer we will follow the standard complaint process timetable above. However, if we have not given you an answer in eight weeks or you believe your complaint has not been resolved satisfactorily, we will tell you how to escalate your complaint to the Financial Ombudsman Service (FOS) for independent review.

Please note the Financial Ombudsman Service (FOS) will only review a complaint:

• Which it determines to be in scope
• When you have exhausted our complaints process - i.e. passed the eight week period or feel the issue has still not been resolved to your satisfaction.

The Financial Ombudsman Service can be contacted at:

• The Financial Ombudsman Service, Exchange Tower, London E14 9SR
• By telephone: 0300 123 9 123
• email: complaint.info@financial-ombudsman.org.uk
• On-line at http://www.financial-ombudsman.org.uk/

This complaints procedure does not affect any legal right you may have to take action against us.