If You need to complain


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 Alternatively write to Us at Motorway Direct Limited, 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 Limited 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 Limited

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

Period covered in this report: 01 Apr 2019 to 30 Sep 2019


  Number of complaints opened by volume of business            
Product / service grouping Intermediation (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 2.28 for every 1,000 policies sold 506 516 28.3% 71.3% 5.8% Information, sums/ charges or product performance