Legal
Complaints
If something has gone wrong, tell us. We would much rather hear it directly and put it right.
Last updated September 2026
How to raise a complaint
Contact us by whichever route is easiest for you:
It helps if you can give us your claim reference or vehicle registration, what happened, and what you would like us to do about it. If you would rather put it in writing, email is best so there is a record on both sides.
What we will do
We will acknowledge your complaint, look into what happened, and come back to you with our findings and what we propose to do. If we need longer to investigate, we will tell you and keep you updated rather than leaving you waiting.
Needs confirmationTarget timescales for acknowledgement and for a final response should be confirmed by ASR and stated here — for example, acknowledgement within a set number of working days and a full response within a defined period.
If you are still not satisfied
Needs confirmationAny external escalation route needs confirming by ASR before it is published. Which body applies depends on the regulated activities ASR carries out — for example, the Financial Ombudsman Service is relevant only to firms regulated by the FCA for those activities. We have not named a body here because doing so incorrectly would mislead customers about their rights.
If your complaint is specifically about how we have handled your personal information, you can contact the Information Commissioner’s Office at ico.org.uk. See also our privacy policy.