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Make a car hire excess insurance complaint

If something’s not gone as smoothly as you expected, please get in touch and we’ll do our best to resolve the matter as quickly as possible.

How do I file a complaint?

A. In the first instance, please put your complaint in writing to: 

The Customer Services Manager
Questor Insurance Services Ltd
Gallery 4, 12 Leadenhall Street

Email: assistance@questor-insurance.co.uk

If you’re still dissatisfied and wish to escalate your complaint, you can do so by contacting:

The Chief Executive Officer
Strategic Insurance Services Ltd,
46 – 48 East Smithfield,

If you're still unsatisfied with the outcome of your complaint from Strategic Insurance Services Limited, you can then ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Tel: 0845 080 1800* 
Email: complaint.info@financial-ombudsman.org.uk

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.


*Calls to 0844, 0843 and 0845 numbers cost 7p per minute, plus your telephone company's access charge.

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