Motor Breakdown Insurance
0800 030 4815
Motor Breakdown Insurance is provided by Intana Assistance

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General Queries

For questions relating to either this Quotation or the Policy Cover call on 0800 030 4864†

What to do if you have a complaint

We aim to provide a first class service at all times. However, if you have any complaint you should contact us in the first instance at:

Quality Department,
Intana, Sussex House,
Perrymount Road,
Haywards Heath,
West Sussex,
RH16 1DN

Alternatively, you can telephone us on:

01444 442010

Or e-mail us on:
quality@intana-assistance.co.uk

We will acknowledge written complaints within 3 working days of receipt. We will aim to provide you with a full response within four weeks of the date we receive your complaint and our response will be our final decision based on the evidence presented. If for any reason there is a delay in completing our investigations, we will explain why and tell you when we hope to reach a decision.

In any event, should you remain dissatisfied or fail to receive a final answer within eight weeks of us receiving your complaint, you have the right to refer your complaint free of charge to an independent authority for consideration. That authority is the Financial Ombudsman Service at:
Exchange Tower,
London,
E14 9SR

Telephone: 0800 0234 567 or 0300 123 9 123

Website:
www.financial-ombudsman.org.uk

Please note that if you wish to refer this matter to the Financial Ombudsman Service you must do so within 6 months of our final decision. You must have completed the above procedure before the Financial Ombudsman Service will consider your case.

If you do not refer your complaint within 6 months of our final response to you, the ombudsman will not have our permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if you believe that the delay was as a result of exceptional circumstances.

Your legal rights are not affected.

† If you call this 0800 number you will be dealing with Ageas Retail Limited which provides and manages Age UK Motor Breakdown Insurance. The call centre opening hours are 8am-8pm Monday to Friday and 9am-5pm Saturday. Calls may be recorded.