We do everything we can to provide a transparent hassle-free service that ensures you get the right cover at the right price – including letting you compare our quote with those of leading car insurance providers. We can only do this if we have the full facts.
The following links are designed to help make sure we both have all the information we need.
If You Have a Complaint
We and your insurer aim to achieve 100% customer delight at all times. If we, or your insurer, let you down, please tell us and we will do our utmost to resolve the issue as quickly and fairly as possible.
Step 1
In the first instance, please call us on 0800 280 2204.
Our experienced staff will do their best to resolve the matter without delay. In the unlikely event that you are not completely satisfied, please ask to speak to one of our Customer Service Managers.
Step 2
If you are still not happy, please write to our Managing Director outlining your concerns and quoting your Customer Reference Number:
The Managing Director
Kwik-Fit Insurance Limited
PO Box 007
Glasgow G71 5PU
Alternatively, you can email us at info@kfis.co.uk
Our aim is to resolve all complaints within 24 hours of receipt. If this is not possible, we will acknowledge your complaint within a maximum of 5 working days and send you our final written response within a maximum of 20 working days.
Step 3
If we cannot resolve the matter, the next stage will depend on what your complaint is about.
Step 3a
If your complaint is about the service you have received from Kwik-Fit Insurance and you have received our final written response, you can refer your complaint to the Financial Ombudsman Service:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
The Ombudsman will require a completed form, which can be accessed via their website at www.financial-ombudsman.org.uk
Alternatively, they can help you complete the form by taking your details over the phone on 0845 080 1800.
Referral to the Ombudsman does not affect your right to take legal action.
Step 3b
If your complaint is about the cover provided by your policy or the service received from your insurer, you should write to the Chief Executive of your insurance company, as shown on your Insurance Documents. We will confirm these details when we send our final written response to you. Your insurer has its own complaints procedure, a copy of which will be provided on request.
If you are still not satisfied after receiving a response from your insurer, they will advise you of the next appropriate authority to contact.
If you make a complaint, it does not affect your right to take legal action.