Complaints Procedure
We take all complaints seriously and aim to resolve them fairly and promptly.
Last updated: 24 May 2026
Our Commitment to You
At Impound Insure, we are committed to providing the highest standard of service. If something goes wrong, we want to know about it — so we can put it right and continually improve. This page explains exactly how we handle complaints, in full compliance with FCA requirements.
How to Make a Complaint
You can submit a complaint using any of the following methods:
By Email
info@impoundinsure.co.uk We aim to acknowledge within 24 hoursBy Phone
0208 040 4310 Mon–Sat: 8am–8pmIn Writing
Use our contact form Receive a written acknowledgementOur Complaints Process
We follow a structured process to ensure your complaint is handled fairly and efficiently:
Acknowledgement
We will acknowledge receipt of your complaint promptly — usually within one business day. You will receive confirmation of who is handling your complaint and a reference number.
Investigation Begins
A dedicated member of our team will review all relevant details — including your policy information, communications, and the nature of your complaint. We may contact you for further information if needed.
Final Response
We aim to provide a full final response within 8 weeks of receiving your complaint, as required by FCA rules. Our final response will either uphold your complaint (with a proposed resolution) or explain why we do not uphold it.
Financial Ombudsman Service
If we cannot resolve your complaint within 8 weeks, or you are unhappy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) — free of charge.
The Financial Ombudsman Service
The Financial Ombudsman Service (FOS) is an independent body that settles complaints between consumers and financial businesses. You can contact the FOS if:
- You have received our final response and remain dissatisfied.
- We have not provided a final response within 8 weeks of your complaint.
You must refer your complaint to the FOS within 6 months of receiving our final response letter.
Online Dispute Resolution (ODR)
If you purchased your policy online, you may also refer your complaint to the European Commission's Online Dispute Resolution (ODR) platform. This provides an alternative route for resolving complaints about services purchased online:
What Helps Us Resolve Your Complaint Quickly
To help us investigate your complaint as efficiently as possible, please provide:
- Your full name and contact details
- Your policy or quote reference number
- Date(s) the issue occurred
- Names of any staff you spoke with
- A clear description of the issue
- Copies of relevant documents or emails
- The outcome you are looking for
- Any financial loss suffered (if applicable)
Have a Complaint? We're Here to Help.
Our team takes every complaint seriously and will treat you fairly throughout the process.
Submit a Complaint Call 0208 040 4310