Complaints

If You need to complain

COMPLAINTS ABOUT THE SALE OF THIS INSURANCE

If You have any concerns regarding the sale of this Insurance, please contact the selling dealer or agent.

Complaints about this Insurance

Please contact Our Customer Services Team either by telephone on 03300 555 262, or by e-mail to customerservices@motorwaydirect.co.uk. Alternatively write to Us at Motorway Direct Plc, Warranty House, Savile Street East, Sheffield, South Yorkshire, S4 7UQ.

We will acknowledge Your complaint within 5 working days. We will advise You who is dealing with it and when We expect to respond. We aim to respond fully within 8 weeks. However if We are unable to provide a final response within this period We will write to You before this time and advise why We have not been able to offer a final response and how long We expect Our investigations to take.

If You remain unhappy with Our final response, or We have not managed to provide a final response within 8 weeks of Your complaint, You may be entitled to refer Your complaint to the Financial Ombudsman Service for help and advice.

 

Complaints Publication Report

Motorway Direct Plc is an insurance intermediary which is authorised and regulated by the Financial Conduct Authority (FCA).

Our firm reference number is 311741.The FCA requires us to publish complaints data.

 

Complaints Data

Firm Name: Motorway Direct Plc

Brands: This publication covers all Motorway Direct Plc administered insurance products.

Period covered in this report: 1st April 2017 to 30th September 2017

For the period of 1st April 2017 to 30th September 2017 Motorway Direct plc received 638 complaints which equates to 4.1 complaints per 1,000 live policies.

 

Number of complaints opened by volume of business
Product / service grouping Provision (at reporting period end date) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints
Insurance and pure protection 4.1 for every 1,000 policies sold 638 667 42.4% 57.4% 13.3% Information, sums/ charges or product performance