We always try our best to provide you with our highest level of service and customer care. However, sometimes unforeseen things can happen, and we may fail to meet your expectations. Our internal complaints procedures allow us to deal with complaints fairly, effectively, and promptly. If you’re unhappy with the service we’ve provided and wish to make a complaint, please use our Online Portal or complete the “Contact Us” form on the website and tell us why.

Our internal complaints procedure

Our internal complaints handling procedures follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook.

What you need to do if you have a complaint

You should raise your complaint by using our online Portal or by completing the “Contact Us” form.

Alternatively, submit complaints by post to:
Complaints Team, Motorcade Insurance,
The Lighthouse, 98 Liverpool Rd, Formby,
Liverpool, L37 6BS

How we will handle your complaint

We will:

  • Endeavour to resolve your complaint as quickly as possible.
  • Acknowledge your complaint promptly and in writing.
  • Advise you of the person dealing with your complaint and how you can contact them directly.
  • Provide a final response to your complaint within 8 weeks of receipt.