Complaints about the Sale of the Insurance Policy


As a regulated firm we have prescribed complaints procedures that we must follow in the event that a complaint is made from an eligible complainant. At Direct Gap we pride ourselves on our reputation and customer service. For these reasons we take all complaints very seriously.

For complaints regarding the sale of your policy, in the first instance please contact;

By Post:

The Complaints Officer,

Motor Gap Ltd t/a Direct Gap,

Hawkstone House,

Valley Road,

Hebden Bridge,


By Email:


Complaints Procedure Summary

We will acknowledge your complaint within 5 working days. We will advise you who is dealing with it and when we expect to respond.

The Complaints Officer will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction to deal with complaints promptly and fairly. We undertake to give complainants clear replies and, where appropriate, fair redress. The Complaints Officer may contact you to seek clarification on any point where necessary to fully investigate your complaint.

We aim to provide a Final Response within 8 weeks (56 days). However, if we are unable to provide a final response within this period, we will write to you before this time and advise why we have not been able to offer a final response and how long we expect our investigations to take.

Closing A Complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution, the complaint will be considered closed. Where no confirmation has been received from you within 8 weeks of the firm’s most recent letter, the complaint may also be considered closed.

Financial Ombudsman Service

If you remain unhappy with our final response, or we have not managed to provide a final response within 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice:

Please make sure you always quote your policy number from your schedule. 

This complaints procedure does not affect your statutory rights.