Opening Hours

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.

Step 1: Select your policy

Step 2: Select your underwriter

GAP Insurance

Vehicle Replacement – AMS/Bastion

Sales & Claims Complaints

Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.

At all times we are committed to providing you with the highest standard of service. If you wish to make a complaint about any of the following:

  • Sale of this insurance policy
  • Information or advice provided during the sales process
  • Terms and conditions of the policy
  • General administration of your policy including claims

When writing please include the following information:

1) Name, address and postcode, telephone number and email address
2) Policy number and/or claim number
3) The reason for your complaint
4) Copies of any material you may wish to provide us

Your complaint will be acknowledged no later than the end of the next working day and final written response will be provided within 15 working days.

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

Tel: 01869 232563


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