We are listening, and want to do everything we can to make your car ownership and maintenance simpler. Using your MotorEasy account you can see key information personalised to your cars, as well as keep on top of your ownership.

If you can’t find what you are looking for and would like to discuss a car warranty, MOT, Car Service, repair or anything else please don’t hesitate to contact us through one of the following methods:

Complaints

We take complaints extremely seriously. If you are dissatisfied with any aspect of our service, please let us know so that we have the opportunity to investigate the matter and put things right.

You can submit your complaint through the messaging facility within your MotorEasy account.

Investigation

Your complaint will be thoroughly investigated by our Customer Relations Team and, where appropriate, escalated to the Head of Customer Relations.

If, after receiving our final response, you remain dissatisfied with the outcome of your complaint, you may request a further review by the Internal Complaints Review Committee (ICRC).

The ICRC operates independently from the original complaint handling process and is responsible for reviewing complex, escalated, or disputed complaints to ensure outcomes are fair, consistent, and evidence-based.

To request a review, please email ICRC@intelligentmotoring.com within 30 days of receiving your final response, outlining the reasons for your dissatisfaction and providing any additional information you would like the committee to consider.

The committee will review all available evidence and provide its findings in writing.

Communication

We will usually acknowledge your complaint on the same day, but in any event within five working days.

We may require additional information and will contact you if this is necessary.

We will provide a clear explanation of our findings and any action we propose to take. If any undisputed amount is due under your plan, we will pay this promptly and this will not affect the handling of your complaint.

If we need to take action to resolve the matter, we will keep you informed of progress and any developments.

Within eight weeks of receiving your complaint, we will send you either:

• A final response; or
• A response explaining why we are not yet in a position to provide a final response and when we expect to conclude our investigation.

Financial Ombudsman Service

For complaints relating to regulated insurance products, customers may have the right to refer their complaint to the Financial Ombudsman Service if they remain dissatisfied after receiving our final response.

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone: 0800 023 4567

Website: www.financial-ombudsman.org.uk

Your Rights

This complaints procedure does not affect your statutory or legal rights.

Complaint Procedure for GAP, Alloy, Tyre and Cosmetic Insurance

Please refer to the complaints section of your policy documentation for full details of the applicable complaints process and escalation options. You can access your policy documents by logging into your MotorEasy account.