GAP Insurance

Need Advice? Call 01653 916304
or Email:

Office Opening Hours: 8.00am to 7.00pm Monday to Friday, 9am to 3pm Saturday. Closed Sunday and Bank Holidays.


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

Sales Complaints

For complaints regarding the sale of Your Policy, In the first instance please contact:

ALA IB Limited trading as ALA Insurance Brokers
Unit 3
Park Farm Courtyard
Easthorpe Malton
YO17 6QX

Tel: 01653 916304
Email: customersupport@ala.co.uk

Important: In all correspondence please state Your full name, address and registration number.


If Your complaint cannot be resolved by the end of the third working day, ALA IB Limited trading as ALA Insurance Brokers will pass it to:

The Customer Relations Manager
UK General Insurance Limited
Cast House
Old Mill Business Park
Gibraltar Island Road
Leeds
LS10 1RJ

Tel: 0345 218 2685
Email: customerrelations@ukgeneral.co.uk

Claims Complaints

For complaints regarding a claim under Your insurance policy, In the first instance please contact the Claims Administrator:

Mechanical Breakdown & General Insurance Services Limited
Cobalt Business Exchange
Cobalt Park Way
Wallsend
Newcastle Upon Tyne
NE28 9NZ

Tel: 0191 258 8141

Important: In all correspondence please state that Your insurance is provided by UK General Insurance Limited and quote scheme reference 05623C.


If Your complaint about Your Claim cannot be resolved by the end of the third working day, Mechanical Breakdown & General Insurance Services Limited will pass it to:

The Customer Relations Manager
UK General Insurance Limited
Cast House
Old Mill Business Park
Gibraltar Island Road
Leeds
LS10 1RJ

Tel: 0345 218 2685
Email: customerrelations@ukgeneral.co.uk



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

You have the right to make a complaint to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2 million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

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.