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Complaints Procedure

Last updated: 27 May 2026

We aim to provide the highest standard of service. If something has gone wrong, we want to know so we can put it right. This procedure follows the Financial Conduct Authority (FCA) DISP rules.

1. How to make a complaint

You can contact us by any of the following methods:

  • Email: Newclaims@getridersuk.com
  • Phone: 0330 133 3578
  • Post: Complaints Manager, Get Riders UK Ltd, Unit 1, Oakwood Park, Peacock Lane, Wokingham, RG40 3YZ

Please include your full name, contact details, claim or reference number, and a clear description of your complaint.

2. What happens next

  • We will acknowledge your complaint promptly, normally within 3 business days.
  • We will investigate fairly, impartially and as quickly as possible.
  • We will issue a final response within 8 weeks. If we cannot, we will explain why and tell you when you can expect a final answer.

3. Financial Ombudsman Service

If you remain dissatisfied with our final response — or if 8 weeks have passed without one — you may refer your complaint to the Financial Ombudsman Service (FOS) free of charge:

You must refer your complaint to the FOS within 6 months of our final response.