We strive to provide an excellent service to all our customers but occasionally things can go wrong. We take all complaints seriously and endeavour to resolve all customers’ complaints promptly. If you have a question about this insurance or a complaint about your broker, you should contact your broker. If your complaint is in relation to this insurance or a claim, you should contact us: Complaints Handling, Direct Fleet Insurance Services Ltd, The Long Barn, Priory Lane, Burford OX18 4SG, admin@directfleetinsurance.co.uk, 01993 670554.

If, after making a complaint: a) you feel that the matter has not been resolved to your satisfaction; or b) we have not responded within eight weeks of your original complaint to us; and c) you are an eligible complainant, you may contact The Financial Ombudsman Service whose address is: Exchange Tower, Exchange Square, London E14 9SR. Telephone 0300 123 9 123 or 0800 023 4567 Website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm.