Service Summary

This sets out the information we are required (by the Financial Conduct Authority) to summarise on one page.

Services: We, Car Write Off Claims, will provide our claims management service to advise on and investigate your complaint and, if appropriate, make a complaint against the insurer on your behalf. When providing our service, we will gather relevant information from you and your insurer to investigate the merits of your complaint and make a claim for compensation. 

We will keep you updated on the progress of your claim by email, letter or text message, by phone, or through our website portal. We will update you when we make your claim when the insurer provides a response, and whenever there is an important development. If the matter is referred to the Financial Ombudsman Service, we will update you when they acknowledge the complaint and whenever there is an important development. We will also update you when required by regulation.

Your obligations: You must give us all the information and documents we need throughout the claims process to manage your claim. This includes details of the original payout from the insurer, and your car’s make, model and condition at the time of it being written-off due to accident or theft.

Success fee: Our success fee will become payable when your insurer makes a compensation payout.

Our success fee will be based on which band your compensation payout falls into and will be the amount calculated using the percentage rate of charge for that band but limited to that band’s maximum charge.

Cancellation: You can cancel for free within 14 days (cooling off) After 14 days, you can cancel for free but will need to pay us a success fee if you have received a settlement offer which you later accept (or beat). The success fee would not be due until you receive a compensation payout. You can cancel by phoning 0000000000, emailing claims@carwriteoffclaims.co.uk or writing to Car Write Off Claims, 128 City Road, London EC1V 2NX 

Claiming for yourself: You do not need to use a claims management company to make your complaint to your insurer. If your complaint is unsuccessful, you can refer it to the Financial Ombudsman Service for free if the firm is still trading. For eligible failed firms, you can refer a claim to the Financial Services Compensation Scheme for free.