Contacts United Kingdom

We care about making sure all our customers get the best possible service. Should we ever fall short of your expectations, we’re committed to listening and aim to resolve issues promptly and fairly. For specific information regarding complaints related to our products, please visit the respective website.

insurethebox

Toyota Insurance Services

Lexus Insurance Services

Tesco Box Bank Insurance

KINTO Protect

Motor Fleet

Motor Ichiban

Find a full list of our products and services here.

We will try to resolve all complaints internally. However, if we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the complaint outcome response, you may be eligible to refer your complaint to the Financial Ombudsman Service; you will need to do this within six months from the date of our complaint outcome response.

The Financial Ombudsman Service offers a free independent service and aims to resolve complaints that consumers and financial organisations haven’t been able to resolve between themselves. To find out more visit their website at www.financial-ombudsman.org.uk

You can contact the Financial Ombudsman Service:

In writing:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Tel: 08000 234 567

Free for people phoning from a “fixed line” (for example, a landline at home).

Or: 0300 123 9 123

Free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02.

Additionally, if you have bought a policy online you can submit a complaint here through the ODR website: http://ec.europa.eu/consumers/odr/

The ODR has been set up by the European Commission to help consumers within the EU who are unhappy with the goods or services they have bought online.

They will then forward your complaint on to the Financial Ombudsman Service (FOS) in order to help you get your complaint resolved.

Complaints publication report

At Aioi Nissay Dowa Europe Limited we understand that a high level of customer satisfaction is a key element in determining the ongoing success of our business. This means getting the important things right – like our service, the quality of our products and the cover we offer.

Whilst we are proud of our high record of customer advocacy, we also recognise that sometimes things can go wrong. When it does, we encourage our customers to tell us, and we try to put things right as quickly as possible. The feedback we receive from our customers is invaluable and it helps us to shape the way we do things in future.

Please find below the complaints data for Aioi Nissay Dowa Europe Limited:

Firm name: Aioi Nissay Dowa Insurance UK Limited

Group: (if applicable): Aioi Nissay Dowa Europe Limited

Other firms included in this report (if any): Toyota Insurance Management UK Limited

Period covered in this report: 1 July – 31 December 2023

Brands/trading names covered: Toyota Motor Insurance, Lexus Motor Insurance, Autosan Motor Insurance, Motor Ichiban, Insure the Box, Kwik Fit Motor Insurance, Kinto LCV, JIA, Tesco Bank Box Insurance, Aygo X Motor Insurance.