In the unfortunate event you are dissatisfied with the service EasiDrive has provided in respect of its claims management activities, our complaints procedure is detailed below.

Complaints

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.

On this page we have provided 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.

How to make a complaint

We deal with all customer complaints in a fair and prompt way. Complaints can be made verbally, in writing, via telephone, email or post

To raise a complaint with us please:

Write to..

The Customer Experience Manager
EasiDrive
New Acre House
Shentonfield Road
Manchester
M22 4RW

Call us on..

0345 8000 800

Or Email us at..

complaints@easidrive.com

How our complaint process works

We find most complaints can be resolved by speaking directly to the manager of the team responsible for your claim. We will aim to resolve your complaint as soon as possible, normally within three business days, at which point we will send you confirmation in writing that your complaint has been resolved. On occasions we will require a bit longer to resolve your complaint and in this case we will send you an acknowledgement letter telling you when we hope to reach a decision. We will then continue to keep you updated on our progress.:

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. The response will either:

  • Uphold your complaint; telling you why and what action we intend to carry out to put this right for you or..
  • If we do not uphold your complaint, we will explain our reasons for doing so
  • Inform you whether you are now entitled to refer the complaint to the Financial Ombudsman Service (“FOS”)
If you remain unhappy

You reserve the right to have your complaint heard by the Claims Management Ombudsman Service which is part of the Financial Ombudsman Service (FOS) if you remain dissatisfied with our conclusion to your complaint.

You can refer your complaint to the Claims Management Ombudsman at any time, however the Claims Management Ombudsman will only commence their investigations once we have had the opportunity to investigate the complaint and issue our final response.

The Financial Ombudsman Service rules state we have eight weeks to investigate customer complaints, however we aim to conclude our investigations much sooner than this.

Should you wish to escalate your complaint to the Claims Ombudsman Service, you can contact them using the below details:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Web address: www.cmc.financial-ombudsman.org.uk

E-mail: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 4567

FAX: 020 7964 1001 (Lines are open Monday to Friday, 9:00am – 8:00pm and Saturday 9am-1pm)