Complaints

We don't always get it right, contact us if you have or are experiencing any difficulties

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 or in writing, via 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: 0345 142 2111 or email us at: quality@auxillis.com
  • Write to: The Quality Compliance Executive, Auxillis Limited, Redmond House, Fern Court, Bracken Hill Business Park, Peterlee, Co Durham SR8 2RR

Standard Complaints Process

We will contact you within five working days of receiving your complaint 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 a Complaint

If you are not satisfied with our investigation and final response to your complaint you may be able to refer the matter to an appropriate regulator or industry body. Within our final response to your complaint we will advise you of the most appropriate body to contact. There are several bodies responsible for reviewing and arbitrating different elements of our service and it is important to select the correct one.

Complaints are often complex, but it should be escalated to the body most suited to considering the most significant element of your complaint. You may use the options below to identify the correct escalation process. If you are still uncertain about who to contact, please call us directly for assistance.

Hire Vehicle

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

Vehicle Repair

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.

Claim Admin

Escalating Your Claim Administration Complaint

Any issues relating to the administration process of your claim:

The Financial Services Ombudsman offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to personal injury services and associated matters. Details of their services can be viewed here:

1. Financial Ombudsman
2. Financial Ombudsman complaints

You may contact the Financial Ombudsman Service directly by email at complaint.info@financial-ombudsman.org.uk or by telephone on 0800 0234567 (free to call on mobiles and landlines) or +44 207 964 0500 (if you are calling from abroad).

Loss Recovery

Escalating Your Loss Recovery Complaint

Any issues relating to the recovery of losses:

Promediate offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to the losses (other than personal injury) they have suffered following an accident. Details of their services can be viewed here:

1. Promediate main site
2. Promediate contact us page

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

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

Personal Injury

Escalating Your Personal Injury Complaint

Any issues relating to personal injury:

The Claims Management Ombudsman offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to issues with the initial contact, sale legal expenses, credit protection and excess protection policies. Details of their services can be viewed here:

1. Claims Management Ombudsman
2. Claims Management Ombudsman complaints

You may wish to contact the Claims Management Ombudsman Service directly online or by telephone on 0800 0234567 (free to call on mobiles and landlines) or +44 207 964 1000 (if you are calling from abroad).

Hire
Vehicle
Vehicle
Repair
Claim
Admin
Loss
Recovery
Personal
Injury

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.

Escalating Your
Personal Injury Complaint

Any issues relating to personal injury:

The Claims Management Ombudsman offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to issues with the initial contact, sale legal expenses, credit protection and excess protection policies. Details of their services can be viewed here:

1. Claims Management Ombudsman
2. Claims Management Ombudsman complaints

You may wish to contact the Claims Management Ombudsman Service directly online or by telephone on 0800 0234567 (free to call on mobiles and landlines) or +44 207 964 1000 (if you are calling from abroad).

Escalating Your
Loss Recovery Complaint

Any issues relating to the recovery of losses:

Promediate offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to the losses (other than personal injury) they have suffered following an accident. Details of their services can be viewed here:

1. Promediate main site
2. Promediate contact us page

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

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

Escalating Your
Claim Administration Complaint

Any issues relating to the administration process of your claim:

The Financial Services Ombudsman offer an Alternative Dispute Resolution Service (ADR) to consumers for matters related to personal injury services and associated matters. Details of their services can be viewed here:

1. Financial Ombudsman
2. Financial Ombudsman complaints

You may contact the Financial Ombudsman Service directly by email at complaint.info@financial-ombudsman.org.uk or by telephone on 0800 0234567 (free to call on mobiles and landlines) or +44 207 964 0500 (if you are calling from abroad).

Financial Services Compensation Scheme

Auxillis Limited and AmTrust Europe Limited are covered by the Financial Service Compensation Scheme (FSCS). Depending on the circumstances you may be entitled to compensation should they be unable to meet their obligations.