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Complaints

Our commitment to provide you with good service

The provision of Insurance is a regulated financial service so you benefit from the protection of the Financial Ombudsman Service (FOS).

This means if you are unhappy with the service you receive, and remain so after we complete our complaints procedure, FOS are there to resolve the complaint in a fair, impartial way and enforce their decision as to how we must rectify the situation.

Let us know of your concerns

Tell us about the issue and we’ll do all we can to resolve the problem:

We treat any dissatisfaction with our service with concern. We listen to your comments, treat them seriously, and learn from them so we can improve our services.

Complaints FAQs

If your concern relates to a claim, the policy Administrator: AutoProtect (MBI) Limited, will investigate and reply to you directly. You can contact them:

  • Phone: 01279 456 501 (option 1)
  • Write to: AutoProtect (MBI) Limited, Warwick House, Roydon Road, Harlow, Essex CM19 5DY

If your concern is about our web site, the purchase of your policy, or the policy terms, please contact:

  • Email: email@apgcover.co.uk
  • Phone: 0208 404 0004
  • Write to: APG Cover, Warwick House, Roydon Road, Harlow, Essex CM19 5DY

We will always work hard to resolve your concerns as quickly as possible. We will retrieve all the relevant information and review it together with your comments. We will also consider any relevant guidance published by the Financial Conduct Authority, the Financial Ombudsman Service and any other relevant regulatory guidance previously published.

 

We will confirm with you, no later than the end of the next business day, who is handling you concern and provide full details of the procedure.

As soon as a full investigation has been completed, we will write to you to tell you how we’ve resolved the problem, or inform you of our findings.

We aim to do this by the end of the next business day, but if that’s not possible, we’ll write to you within five working days to let you know how to contact the person or team dealing with your case, and tell you how we’ve resolved the problem, or our findings, or when you can expect a full response.

If things do take a little longer, we’ll either respond fully within four weeks, or explain our position and tell you how long a full response will take.

In accordance with guidelines laid down by the Financial Conduct Authority, we must write to you with a final response, and provide details of the Financial Ombudsman Service along with a copy of their leaflet ‘Your Complaint and the Ombudsman’ and a statement confirming that an approach can be made to the Financial Ombudsman Service, within eight weeks of receiving your complaint.

Unless you advise us that we have misunderstood your concerns, the information on our system is incorrect or inaccurate, or you have additional information you would like us to consider, we will consider a complaint closed when we have sent you a final response.

If you’re unhappy with our final response, or if we’ve not given you a final response within 8 weeks of your complaint, you have the right to refer the complaint to the Financial Ombudsman Service. You must do so within 6 months from the date of the final response. Their contact details are:

Phone: 0800 023 4567 or 0300 123 9123

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

Write to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR