Complaints Procedure

AutoProtect are committed to providing you with an exceptional level of service and customer care. If there is an occasion where you feel that this level of service has not been delivered we would like to hear about it.

If you would like to make a complaint please contact the administrator:

Mr Michael McVeigh
AutoProtect (MBI) Limited
Warwick House
Roydon Road
Harlow
Essex CM19 5DY

Email: services@autoprotect.co.uk

AutoProtect will contact you within five days of receiving your complaint to inform you of the action being taken.

A resolution to the problem and an answer will be provided within four weeks. If it is likely to take longer than four weeks, you will be advised as to when you can expect an answer.

Alternative dispute resolution

Regulated Products

In the unlikely event that the matter is still not resolved, your complaint can be referred to the Financial Ombudsman Service:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

www.financial-ombudsman.org.uk

Please note you have six months from the date of our final response in which to refer your complaint to the ombudsman. Referral to the ombudsman will not affect your right to take legal action against us. The complaints procedure above does not affect any legal right you may have to take action against us.

Unregulated Products

If you have not been provided with an answer in eight weeks or you have received your final response and are still not satisfied, you can refer your complaint to the Motorcodes Advisory and Conciliation Service (MACS). It is recommended that you call their consumer advice line on 0800 692 0825 or submit your enquiry online at www.motorcodes.co.uk

If MACS is unable to resolve the matter you may refer your case to their legally binding arbitration service. This procedure will not prejudice your right to take legal proceedings.