Our commitment
At Assura Motor Group we are committed to providing a high standard of service. If you are unhappy with any part of our service, we want to know so that we can put things right and learn from your feedback.
How to make a complaint
You can raise a complaint with us using any of the methods below. To help us investigate quickly, please include your name, claim reference (if you have one), contact details and a description of what went wrong.
- Email: claims@assuramotorgroup.co.uk
- Phone: 0203 633 7696
- Post: Complaints Team, Assura Motor Group, Polhill, Halstead, Sevenoaks. TN14 7AA
What happens next
Once we receive your complaint, we will:
- Acknowledge your complaint promptly, normally within five working days;
- Investigate the issues you have raised fully and fairly, keeping you informed of our progress;
- Provide a written response setting out the outcome of our investigation and any actions we will take, normally within eight weeks.
If you are still not satisfied
We will always try to resolve your complaint directly. If, after our final response, you remain unhappy with the outcome, you may be able to refer your complaint to an appropriate independent body, such as the relevant ombudsman or regulator for the service concerned. We will let you know your options in our final response.
Data protection complaints
If your complaint relates to how we have handled your personal data and you are not satisfied with our response, you have the right to contact the Information Commissioner’s Office (ICO) at ico.org.uk.
Contact us
To raise a complaint or ask about our complaints procedure, email claims@assuramotorgroup.co.uk or call 0203 633 7696.
