Customer Complaints Procedure

We are committed to providing the best possible service to all our customers.

If something goes wrong we need you to tell us about it. This will help us to improve our standards and help ensure it doesn’t happen again.

To ensure that your complaint is dealt with quickly and efficiently please follow our complaints procedure as set out below.


GAP Insurance (Underwritten by AMS Insurance Services Ltd)

Sales & Claims Complaints

If you wish to make a complaint, you can do so at any time by referring the matter to either AMS Insurance Services or the Complaints team at Bastion Insurance.

The address of AMS Insurance Services is:

AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: info@ams-gap.com

The address of the Complaints team at Bastion Insurance is:

Mr Anthony Mowatt
Director
Bastion Insurance Company Limited
4th Floor
Development House
St Anne Street
Floriana
FRN 9010
Malta

Email: anthony.mowatt@bastion-insurance.com

Sales & Claims Complaints

If you wish to make a complaint, you can do so at any time by referring the matter to either AMS Insurance Services or the Complaints team at Lloyd’s.

The address of AMS Insurance Services is:

AMS Insurance Services Ltd
Heyford Park House
Heyford Park
Upper Heyford
Oxfordshire
OX25 5HD

Tel: 01869 232563
Email: info@ams-gap.com

The address of the Complaints team at Lloyd’s is:

Complaints
Lloyd’s
One Lime Street
London
EC3M 7HA

Tel: 020 7327 5693
Fax: 020 7327 5225
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint - How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.



If it is not possible to reach an agreement...

If you remain dissatisfied after Bastion Insurance has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The contact details for the FOS are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:
0800 023 4567 (calls to this number are free from “fixed lines” in the UK)
0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
Email: complaint.info@financial-ombudsman.org.uk.

The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk.

The European Union offers an Online Dispute Resolution platform, which may assist some customers with a complaint. You can access this platform at: http://ec.europa.eu/odr

In the event that your complaint remains unresolved and in order to seek an independent review, you may also write to the Arbiter for Financial Services:

Office of the Arbiter for Financial Services
First floor
St Calcedonius Square
Floriana
FRN 1530
Malta

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

ALA GAP Insurance is recommended and awarded by