Complaints about the sale or the Insurance Policy

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

Motor Gap Ltd T/A Direct Gap Insurance
Hawkstone House
Valley Road
Hebden Bridge

Tel: 01422 756100


We will acknowledge Your complaint within 5 working days. We will advise you who is dealing with it and when we expect to respond. We aim to respond fully within 8 weeks. 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.

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.

• Phone: 0800 023 4567 or 0300 123 9123
• Website:
• Email:
• Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

The European Union offers an Online Dispute Resolution Platform which may assist some customers with a complaint. You can access this platform at

Please make sure You always quote your policy number from the Schedule.

This complaints procedure does not affect your statutory rights.