Commercial Vehicle Direct aim to provide a high standard of service at all times. However, we recognise that things can occasionally go wrong. When this occurs, we want to hear about it so that we can try to put things right. We are committed to investigating your complaint promptly and will keep you informed of progress throughout.

Contact Us

You can make a complaint verbally, in writing or by email at any time during the insurance process. We may ask you to provide written details to help us understand the nature of your complaint and to assist in resolving matters for you.

When you contact us please give us your name and a contact telephone number. Please also quote your reference number and explain the reason for your complaint.

It is our intention to provide you with a high level of service at all times. In the unlikely event that you should have cause for complaint, please write to the Complaints Manager at this address:

Address: Complaints Manager, Commercial Vehicle Direct, Brightside Park, Severn Bridge, Aust, Bristol, BS35 4BL

Telephone: 01454 636 953

We will acknowledge receipt of your complaint in writing promptly and provide you with a timescale for a full response. We will endeavour to provide you with a final response within 8 weeks

This complaints notification procedure does not affect your right to take legal action.

Financial Ombudsman Service

If you remain dissatisfied with our response to your complaint you may be able refer the matter to the Financial Ombudsman Service. To use their service you must be eligible and your complaint must be sent to them within 6 months of our final response letter. You can contact them at:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Fax: 020 7964 1001



Lloyd’s customer’s (This will be stated in your policy wording)

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd's. Lloyd's will investigate the matter and provide a final response. Lloyd's contact details are as follows:

Address: Complaints, Lloyd’s, One Lime Street, London, EC3M 7HA


Telephone: +44 (0) 20 7327 5693

Fax: +44 (0) 20 7327 5225

Website: www.lloyd'

Ultimately, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

If you took your policy out online

The Online Dispute Resolution (ODR) service has been established by the European Commission to help residents in the European Union (EU) who have bought goods or services online, get their complaint resolved. The route is designed mainly to facilitate complaints where the customer and providers are in different countries but you may also be eligible to use this service. It allows consumers to submit their contractual dispute and conduct the Alternative Dispute Resolution ADR procedure online and in any of the 23 official languages of the European Union.