Complaints

Last updated: June 2026

If something has gone wrong, we want to hear about it — directly, and early. Most problems can be sorted with one phone call, and the ones that can’t will be investigated properly. Here’s how it works.

How to complain

• Phone: 0800 000 0000 — ask for the person handling your claim, or ask to raise a complaint
• Email: [CONTACT EMAIL] with “Complaint” in the subject line
• Post: Complaints, BKN Claims Ltd, [REGISTERED OFFICE ADDRESS]

To help us deal with it quickly, include your name, your claim reference if you have one, what happened, and what you’d like us to do to put it right.

What we’ll do

• We’ll acknowledge your complaint within three working days and tell you who is dealing with it
• We’ll investigate it properly — that means reviewing the file, the calls and the correspondence, not just asking the person you complained about
• We aim to give you a full written response within four weeks. If it’s genuinely complicated and we need longer, we’ll tell you why and when to expect our answer — no later than eight weeks from your complaint

Complaints about our partners

Some parts of your claim are delivered by partners — the hire company supplying your replacement vehicle, or the bodyshop repairing your car. If your complaint is about one of them, tell us anyway: we’ll raise it with them on your behalf, chase their response, and stay involved until it’s resolved. You shouldn’t have to work out whose problem it is — that’s our job.

If you’re still not happy

If you’ve been through our process and don’t feel your complaint has been resolved fairly, you can seek free, independent guidance from Citizens Advice, and nothing in this process affects your legal rights. If your complaint relates to a credit hire agreement or another regulated product supplied by one of our partners, that partner has its own complaints process and may be covered by additional protections — we’ll point you to the right place.