Complaints Procedure
We aim to get things right first time, every time. If we've fallen short of the standard you expect from Assured Group, we want to hear about it — your feedback helps us put things right for you and improve our service for everyone.
How we handle your complaint
1. We acknowledge
We'll acknowledge your complaint in writing within 3 working days of receiving it, and confirm who is handling it for you.
2. We investigate
Your complaint is reviewed by the relevant manager. We may contact you for further information or clarification while we look into it.
3. We respond
We aim to provide a full written response within 14 working days. If more time is needed, we'll tell you why and keep you updated until it's resolved.
What to include in your complaint
So we can investigate quickly and thoroughly, please make sure your complaint includes:
- Your full name and contact information
- Full details of your complaint
- Any agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
How to contact us
You can raise a complaint by email, phone or post — whichever suits you best.
Post
Assured Vehicle Movement & StoragePrivate Road, Wincanton Close,
Allenton, Derby DE24 8NB
Please keep copies of any paperwork you send us. If you are not satisfied with our final response, you may be able to refer your complaint to the relevant industry body or ombudsman for the agreement in question.