Complaints procedure

We want to hear about it

We treat every complaint as a chance to fix something — for you and for everyone who comes after. If something has gone wrong, please tell us. We'll listen, investigate, and respond in writing.

How to make a complaint

The fastest path is email. Send a short message to support@glass-drive.com including:

  • Your name and the email address on your GlassDrive account.
  • The policy reference (if your complaint relates to a specific policy).
  • A description of what went wrong, with dates and times where relevant.
  • The outcome you're hoping for.

You can also write to us at the postal address on your policy schedule.

What happens next

We aim to acknowledge every complaint within 3 working days of receipt and to provide a full final response within 8 weeks. Most complaints are resolved well inside that window — the 8-week figure is the regulatory maximum, not our target.

In our final response we'll explain:

  • What we did to investigate.
  • What we found.
  • What we're proposing to do about it (refund, apology, process change, or — sometimes — why no action is appropriate).

If you're not satisfied with our response

You can refer the matter to the Financial Ombudsman Service free of charge if either:

  1. You're unhappy with our final response, or
  2. We haven't given you a final response within 8 weeks of your original complaint.

You have 6 months from the date of our final response to refer the matter to the Ombudsman.

Financial Ombudsman Service

Address: Exchange Tower, Harbour Exchange Square, London E14 9SR Phone: 0800 023 4567 (free from UK landlines and mobiles) Email: complaints.info@financial-ombudsman.org.uk Website: financial-ombudsman.org.uk

The Ombudsman is independent of GlassDrive and provides a free dispute-resolution service for consumers. Their decision is binding on us if you choose to accept it.

Complaints about the underwriter, not GlassDrive

If your complaint is specifically about how the underwriter on your policy has handled a claim, you have two routes available — you can complain directly to the underwriter (contact details are on your certificate) or to us. We can help you reach the right team either way.

Record-keeping

We keep a record of every complaint and our handling of it for at least 5 years, as required by the FCA's DISP rules. You can request a copy of your file at any time.