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0800 195 4926

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0800 195 4926

Customer Service Lines Open Mon-Fri 9am-6pm

Complaints Procedure | Total Loss Gap

We honestly expect that you would never need to make a complaint, however, should you need to, there is an official procedure for you to follow. This is included within your policy documentation in greater detail. However, if you read the information below, you should be able to find out what to do next.

Please read as this is important information about how to make a complaint, who to make a complaint to and what you can do if we cannot come to an agreement or resolution. 

Should you wish to make a complaint regarding the sale of your policy please call 0800 195 4926|0151 647 7556. Alternatively, you can email us on [email protected]. You can also write to us at Head of Customer Services, Aequitas Automotive Limited, Aequitas House, 56 Hamilton Square, Birkenhead, Wirral, CH41 5AS.

If your complaint cannot be resolved within 5 working days, Aequitas Automotive Limited trading as Total Loss Gap will explain how long they expect to take to provide you with a response. The maximum period we would require is 8 weeks from the date of the complaint.

In all cases if it is not possible to reach an agreement you have the right to make a complaint to the Financial Ombudsman Service. You can write to them at The Financial Ombudsman Services, Exchange Ombudsman Service, Exchange Tower, London, E14 9SR. You can email FOS at [email protected].

As mentioned above, we honestly don't expect you to ever need to make a complaint at any stage, however, if you do, please follow the procedure above.