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How to Complain

If you have experienced a problem with any part of our service, we will sort this out as quickly and fairly as possible.

Making a Complaint

Should there ever be an occasion where you need to complain, we will sort this out as quickly and fairly as possible.

  • If your complaint is about your reduced excess insurance, please contact us at memberservices@easycar.com.
  • If you have a complaint regarding your claim, please follow the Admiral complaints procedure here.
  • If you don’t receive a satisfactory response from Admiral please contact us at memberservices@easycar.com or alternatively at:

    Member Services
    easyCar
    3rd Floor Rear, Satila House
    109-111 Farringdon Road
    London EC1R 3BW
    UK

  • If you don’t receive a satisfactory response from the easyCar member services representative dealing with your case, you can escalate the matter by contacting our head of customer services.

We will try to resolve your complaint within 48 hours. If we are unable to do this, we will write to you within five working days to either:

  • Tell you what we have done to resolve the problem; or
  • Acknowledge your complaint and let you know when you can expect a full response.

We will also let you know who is dealing with the matter. We will always aim to resolve your complaint within four weeks of receipt. If we are unable to do this we will give you the reasons for the delay and indicate when we will be able to provide a final response.

If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). You can ask the Financial Ombudsman Service to review your complaint if for any reason you are still dissatisfied with our final response, or if we have not issued our final response within eight weeks from you first raising the complaint.

You can contact the Financial Ombudsman Service at the address below, however they will only consider your complaint once you've tried to resolve it with us:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Using this complaints procedure will not affect your legal rights.