How to complain
We are committed to providing a service of the very highest standard. However, we appreciate that sometimes things can go wrong. If they do, we want you to tell us so that we can put things right as soon as possible. All feedback, whether positive or negative, is used to help improve our on-going service to our customers.
We have set out a simple process to raise a complaint with us:
1. Logging a complaint
You can raise a complaint to us in any of the following ways:
Call us
Calling us is usually the fastest way to resolve your complaint and our team is here to help.
You can call us Monday – Friday from 9:00am – 5:00pm on 0330 223 4422.
My Account
You can log a complaint with us via My Account. This will automatically allocate your complaint to a complaints advisor who will investigate the matter.
Login to My Account, select Support from the menu, then select Open a New Support Ticket.
· Complete the details, and select Raise a Complaint in Enquiry Type.
· Provide us with details regarding your complaint and submit your ticket.
· You can upload images once your enquiry is submitted, if relevant.
Write to us
If you’d prefer to write to us, please ensure you include all relevant information that led to the complaint. We’ll let you know when we’ve received your letter and have begun to investigate.
Please address your letter to:
Customer Relations Manager, Your Repair Limited, The Mill, Congleton Road, Talke, Stoke on Trent, ST7 1NE
2. We will acknowledge your complaint
However you choose to contact us, we’ll aim to resolve your complaint straight away. If that’s not possible, you’ll receive an acknowledgement email from us within 24 hours of receipt of your complaint.
Our aim is always to resolve your complaint as quickly as possible, however it may take some time to investigate the matter thoroughly to ensure the best possible resolution for you.
3. We will fully investigate your complaint
Your complaint will be fully investigated by one of our experienced complaints advisors. They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a resolution. To help with their investigations, they may need to contact you to request any additional information.
Some complaints are more complex and require more time to resolve - where we haven’t resolved the issue within three working days of acknowledgement of your complaint, we will write to you via email to confirm our latest position.
For issues that will take longer than three working days to resolve, we will aim to provide a final response letter to you 10 working days from the date we received your initial complaint.
4. We will notify you of the outcome
Once we have completed our investigation, we will confirm our outcome to you. We will always endeavour to inform you of our decision over the telephone, where possible.
Additionally, we will confirm our decision in writing to you in a final response letter. This will detail the outcome of our investigation and what we’ll do to put things right.
If you’re not happy with the outcome provided in the final response letter or the complaint has not been resolved within eight weeks from the date of receipt, you may have the right to refer your complaint to an Alternative Dispute Resolution (ADR).
The Financial Conduct Authority (FCA) regulate businesses that deal with contracts of insurance. Our plans are service agreements and not insurance policies and therefore complaints are not investigated by the Financial Ombudsman Service.
If You're Not Happy
If you're not satisfied with our final response, or with our reasons for not getting back to you sooner, you can take your complaint to the Dispute Resolution Ombudsman.
The Dispute Resolution Ombudsman offers a free independent complaint resolution service.
You can raise a dispute with the Dispute Resolution Ombudsman within six months of the date of the final response letter. You can contact them via one of the following methods:
Website: www.disputeresolutionombudsman.org
Email: info@disputeresolutionombudsman.org
Post: Premier House, First Floor, 1-5 Argyle Way, Stevenage, SG1 2AD Registered in England and Wales: 8945616
Phone: 0333 241 3209