Non Fault Accident,
We Can Help

Cab Aid will get you back on the road
and back in business fast

Find out more

Non Fault Accident,
We Can Help

Cab Aid will get you back on the road
and back in business fast

Find out more

Non Fault Accident,
We Can Help

Cab Aid will get you back on the road
and back in business fast

Find out more

Cab Aid Limited - Complaints Procedure

Complaints Expand

We understand we don’t always get things right every time and sometimes customers will feel it necessary to complain. We take every complaint we receive from a customer very seriously, logging, investigating, resolving and reporting back to customers where our service has not met our usual high standards. Please find below contact details should you wish to report a complaint, details of our complaints process as well as other helpful information about timings and the regulatory bodies that oversee our complaints process.

How to make a complaint Expand

We deal with all customer complaints in a fair and prompt way. Complaints can be made verbally or in writing either by telephone, email or post. We find most complaints can be resolved by speaking directly to the team responsible for your claim.

To raise a complaint with us please:

  • Call us on: 0800 028 3253 or email us at: quality@cabaid.co.uk
  • Write to: The Quality Team, Cab Aid Limited, Suite 1, The Swift Centre, 41 Imperial Way, Croydon, CRO 4RL

General Complaints Process (Any Issue) Expand

We always seek to resolve a customer's complaint on any service provided (general service, insurance related service, claims management service) to the customer's satisfaction as soon as practical. When we receive a complaint we will contact you within five working days to confirm receipt and inform you of the action we plan to take. We will try to resolve the problem and provide an answer within four weeks. In some cases it may take us more than four weeks - but we will advise you of any further time we require - and you will receive a full and final response within eight weeks of the original complaint being made.

Insurance Complaints Process Expand

If your complaint relates to an insurance policy we administer we will follow the standard complaint process timetable above. However, if we have not given you an answer in eight weeks or you believe your complaint has not been resolved satisfactorily, we will tell you how to escalate your complaint to the Financial Ombudsman Service (FOS) for independent review.

Please note the Financial Ombudsman Service (FOS) will only review a complaint:

  • Relating to your insurance policy and not our broader service provision
  • When you have exhausted our complaints process - i.e. passed the eight week period or feel the issue has still not been resolved to your satisfaction.

The Financial Ombudsman Service can be contacted at:

  • The Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • By telephone: 0300 123 9 123
  • email: complaint.info@financial-ombudsman.org.uk
  • On-line at http://www.financial-ombudsman.org.uk/

This complaints procedure does not affect any legal right you may have to take action against us.

Claims Management Complaints Process Expand

If your complaint relates to the provision of a Claims Management service we will follow the standard complaint process timetable above. However, if we have not given you an answer in eight weeks or you believe your complaint has not been resolved satisfactorily, we will tell you how to escalate your complaint to the Legal Ombudsman for independent review.

Please note the Legal Ombudsman (LeO) will only review a complaint:

  • Which it determines to be in-scope under the Claims Management Regulation Complaints Handling Rules 2015.
  • When you have exhausted our complaints process - i.e. passed the eight week period or feel the issue has still not been resolved to your satisfaction.

The Legal Ombudsman can be contacted at:

  • Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
  • By telephone: 0300 555 0333
  • Email address: enquiries@legalombudsman.org.uk
  • On-Line at Website: www.legalombudsman.org.uk

This complaints procedure does not affect any legal right you may have to take action against us.

Financial Services Compensation Scheme Expand

Cab Aid Limited is covered by the Financial Service Compensation Scheme (FSCS). Depending on the circumstances you may be entitled to compensation should we be unable to meet our obligations.

How Can We Help?

Contact Cab Aid FREE on:

A Redde plc group company

Cab Aid Limited Pinesgate, Lower Bristol Road, Bath, BA2 3DP. Cab Aid Limited is regulated by the Claims Management Regulator in
the respect of regulated claims management activities, its registration is recorded on the website www.justice.gov.uk/claims-regulation.