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VEHICLE REPAIRS / DAMAGES

We will provide a replacement taxi vehicle if your vehicle is no longer roadworthy following a non-fault incident. You will remain in the vehicle for the duration of repair to your own car. If your car is deemed a non-roadworthy total loss you will remain in the replacement car for up to 5 days after the date on which you receive settlement for the pre-accident value of your car.

Your vehicle will be repaired to a high standard at one of our approved repair centres whom we will maintain contact with and if you request, we will keep you updated on the progress of your repairs.

STORAGE AND RECOVERY

Did you know that it is illegal to leave a damaged vehicle on a public road which may cause injury or danger to others?

So, if your vehicle is badly damaged and you have no room to store it, we can help by recovering your vehicle and placing it into an area of safe indoor storage until your repairs have been authorised or until your settlement cheque has been received.

PERSONAL INJURY / OTHER LOSSES

We can also help customers to recover personal losses and compensation for injuries that they or their passengers may have sustained in the accident through our Panel of solicitors.

With highly qualified specialist solicitors and legal professionals, they can pursue cases providing clear and effective advice. Whether through negotiation or litigation, they will secure the settlement a customer deserves.

We adhere to a strict Financial Promotions & Communications Policy. This means we will:

not imply that the firm is approved by the Government or endorsed by the Financial Conduct Authority;
not use trading names which are misleading;
not use trading names (to promote regulated activities) that do not appear on the firm’s Financial Services Register profile.

We will:

present information in a way that would be understood by an average customer of the firm;
present information in a logical order;
use plain and intelligible language and avoid the use of jargon and technical terms where possible;
make key information prominent and easy to find;
avoid the use of unnecessary disclaimers.

We are a claims management company – we therefore do not:

claim that a customer would have a more favorable outcome in using the firm than submitting a claim themselves directly, or to a statutory compensation scheme;
claim that a case will be resolved more quickly, or with better prospect of success, or with a better outcome for the customer than if the customer were to claim themselves;
offer a cash payment or any benefit in cash or kind as an inducement for making a claim;
promote the idea that it is appropriate that compensation be used in a way that is not consistent with the basis of the claim (e.g., promoting claims as a means of making money);
make a financial promotion intended to generate a lead, within a medical facility, care facility, or public building without the permission of the management of the building or facility.

We can recommend a law firm to assist with personal injury damages. You do not need to use this firm, or any other to make a claim through the small claims injury portal.

You can submit your own claim online, for free. If your injury damages exceed the small claims limit, we recommend you use a specialist legal service. Law firms will typically charge you 25% of the damages awarded to you, plus disbursements.

We may receive a fee from the law firm for recommending their service. This fee will not be passed on to you.

We may use Mansfield Solicitors & Advocates, as our third-party solicitor, and you will need to enter a contract with them, which has a 14-day cooling off period.

We will aim to resolve complaints at the earliest possible opportunity, minimising the number of unresolved complaints that need to be referred to the Financial Ombudsman Service; however, if we have not provided you with a final response within 8 weeks from the date you made your complaint or if you are not satisfied with our final response, you have the right to complain to the Claims Management Ombudsman (part of the Financial Ombudsman Service). Their contact details can be found below:

Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567

Address: Financial Ombudsman Service, Harbour Exchange Square, London E14 9SR.
You can also make a complaint online by visiting: https://cmc.financial-ombudsman.org.uk/contact-us/complain-online

Keeping your SPIRIT up…

Supportive

S is for supportive. One of our most important values! We will support claimants, taxi operators, repairers and at-fault insurers as part of accident claims management service.

Positive

P is for positive – being caring and proactive; ensuring customer needs are met and helping to achieve high customer/employee satisfaction.

Integrity

I is for Integrity – ensuring services are based on the key principles of selflessness, integrity, objectivity, accountability, openness, honesty and leadership.

Responsive

R is for Responsive – Making best endeavours to reduce credit hire periods and responding to service requests promptly

Innovation

I is for Innovation – We’re a learning organisation who will use innovation to continuously improve

Together

T is for Together – We’re accountable to a range of stakeholders including non-fault taxi drivers and third-party insurers. We will work in partnership to build trust, and deliver services with transparency and efficacy.