Goodbye Excess – Complaints Procedure

Below is our complaints procedure for

Complaints Policy

We understand we don’t always get things right every time and sometimes customers will feel it necessary to complain. We take every complaint we receive from a customer very seriously; logging, investigating, resolving and reporting back to customers where our service has not met our usual high standards.

On this page we have provided contact details should you wish to report a complaint, details of our complaints process as well as other helpful information about timings and the regulatory bodies that oversee our complaints process.


We deal with all customer complaints in a fair and prompt way. Complaints can be made verbally, in writing, via telephone, email or post

To raise a complaint with us please:

Write to..

Goodbye Excess
The Church,
Housley Park
Chapeltown, Sheffield
S35 2UE

Call us on..
0300 303 3833

Or Email us at..


We find most complaints can be resolved by speaking directly to the manager of the team responsible for your claim. We will aim to resolve your complaint as soon as possible, normally within three business days, at which point we will send you confirmation in writing that your complaint has been resolved. On occasions we will require a bit longer to resolve your complaint and in this case we will send you an acknowledgement letter telling you when we hope to reach a decision. We will then continue to keep you updated on our progress.:

We will try to resolve the problem and provide an answer within four weeks. In some cases it may take us more than four weeks – but we will advise you of any further time we require – and you will receive a full and final response within eight weeks of the original complaint being made. The response will either:

  • Uphold your complaint; telling you why and what action we intend to carry out to put this right for you or..
  • If we do not uphold your complaint, we will explain our reasons for doing so
  • Inform you whether you are now entitled to refer the complaint to the Financial Ombudsman Service (“FOS”)

Financial Ombudsman Service (“FOS”)

If you are an eligible complainant, you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. The FOS can consider a compliant if it relates to an act or omission by EasiDrive whilst carrying out a regulated activity, i.e. an activity which is regulated by the Financial Conduct Authority (“FCA”). EasiDrive is a hire company providing credit hire vehicles to customers following a non-fault accident. As an ancillary service we refer customers who are injured to a trusted panel of solicitors and this service is a regulated activity and FCA rules provide that any complaint you have in respect of this activity should be referred to the FOS.:

The Financial Ombudsman Service can be reached via:

  • Telephone: 0300 123 9123
  • Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Speak to an Excess Expert!

Give our team a call on 0300 303 3833 or simply email, we look forward to hearing from you.

RTR UK Limited is an appointed representative of Your Company Matters Limited, which is authorised by the Financial Conduct Authority (FCA), Ref 591949. RTR UK Limited is registered in England and Wales, Company No 05174365, Registered Address: The Church, Housley Park, Chapeltown, Sheffield, S35 2UE

Goodbye Excess