How to Complain

At CompareBreakdownCover our mission is to provide you with a number of options from a variety of reputable breakdown providers so you can choose the best breakdown cover for you needs, at a price you'll love.

However, we understand things might not always go to plan. If that happens, telling us about your experience helps us understand what went wrong and how we can make things better - for you and the customers that come after you.

How to Raise Your Complaint

You can contact us in several ways - choose whichever works best for you:

• Online: Use our contact form and select 'I want to make a complaint' as your reason for contact.


• Email: Send the details of why you're unhappy to complaints@comparebreakdowncover.com


• Send a letter to CompareBreakdownCover, Bury House, 1–3 Bury Street, Guildford, Surrey, GU2 4AW

The Information We Need From You

To allow us to respond promptly and avoid delays, it’s helpful if you can include:

• Your full name and the best contact details for reaching you
• Your policy number (if applicable)
• A clear explanation of what happened and why you’re dissatisfied
• What outcome would resolve the issue for you
• Copies of any documents or evidence connected to the issue

Your complaint will then be handled by our dedicated complaints handler, who oversees all complaint-related matters.

What Happens Once We Receive Your Complaint

We follow the Financial Conduct Authority (FCA) definition and framework for handling complaints. That means we will:

1. Acknowledge your complaint promptly
2. Investigate it thoroughly and with impartiality
3. Update you where needed as we progress
4. Respond formally within 8 weeks

Our Final Response will outline our findings, any actions taken or planned, and what you can do next if you still feel the matter isn’t settled.

Not every concern meets the FCA’s definition of a complaint. If that’s the case, we’ll still take your issue seriously and work to resolve it fairly and as quickly as possible.

If Your Complaint Involves Another Company

Sometimes the issue relates to your insurer, a claims handler, or a partner we work with. When that happens, we will:

• Acknowledge your complaint
• Forward it promptly to the correct company
• Confirm when we’ve done so
• Support you throughout, and remain your point of contact if you would prefer

If responsibility is shared, we may work jointly with the relevant company to ensure a fair and complete investigation.

If You’re Still Not Satisfied

If you’re unhappy with our Final Response - or if eight weeks pass without receiving one - you can refer your complaint to the Financial Ombudsman Service, a free and independent organisation that helps resolve disputes:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Website: www.financial-ombudsman.org.uk

Phone: 0800 023 4567

How Can We Support You During the Process

Everyone’s circumstances are different, and we want to communicate with you in a way that works best for you. If you are facing challenge - such as bereavement, health issues, financial strain, caring responsibilities, or communication barriers - please tell us when you get in touch.

We will make reasonable adjustments where needed so you can navigate the complaints process with confidence and clarity.