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0800 195 4926

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

Complaints Procedure | Total Loss Gap


We know that no organisation can ever be perfect. We try hard to ensure 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 in greater detail within your policy documentation. 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 contact 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,

In the first instance 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 five 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 period we would require is eight weeks from the date of the complaint. If, after this time, we are still unable to complete our investigations, we will write to you and explain why we need more time and provide an updated timeframe. 


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].

You can also call them on 0800 023 4567


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