Our Commitment to Service Quality

At Marigold Services Ltd, we pride ourselves on providing highly professional, efficient, and transparent accident management and replacement vehicle services to motorists involved in non-fault road traffic accidents. However, we recognise that things can occasionally go wrong. We take all customer dissatisfaction seriously and view complaints as a valuable opportunity to review and improve our operating processes.

If you are unhappy with any aspect of our service, including our eligibility assessments, the delivery or management of a replacement vehicle, or our liaison with insurers, repairers, and third-party solicitors, please let us know.

How to Raise a Complaint

You can lodge a formal complaint with us by telephone, email, or post. To ensure we can investigate and resolve your issue as quickly as possible, please provide your full name, contact information, vehicle registration number, our internal reference number (if known), and a detailed explanation of your complaint.

Please direct your complaint to:

Complaints Department: Marigold Services Ltd

Postal Address: City Gate House, 246-250 Romford Road, London E7 9HZ, United Kingdom

Telephone: +44 208 555 0555

Email: info@marigold-services.com

Our Internal Investigation Process

Step 1: Acknowledgement

We will acknowledge your complaint in writing (via email or post) within five (5) working days of receipt. This acknowledgement will confirm who is investigating your complaint and provide you with a direct point of contact.

Step 2: Investigation

A senior manager will thoroughly investigate your file, reviewing all communications, system notes, accident records, and agreements (such as your Credit Hire Agreement, if applicable). We may contact you during this phase to request additional clarification or supporting documentation.

Step 3: Final Response

We aim to resolve all complaints and issue a comprehensive written Final Response within four (4) weeks of receiving your complaint. If your complaint is uniquely complex and we require more time to liaise with external stakeholders (such as independent automotive engineers, insurers, or independent solicitors), we will write to you before the four-week deadline to explain the delay and specify when you can expect our formal response. In all circumstances, we will provide a Final Response within eight (8) weeks of receipt.

Escalation Options

Marigold Services Ltd is an independent accident management provider. We are not an insurance underwriting firm and do not provide consumer retail credit products that fall within the compulsory jurisdiction of the Financial Ombudsman Service (FOS) unless explicitly specified under a separate regulated secondary brokerage permission. If your complaint relates to the conduct of an independent law firm or solicitor to whom we introduced you, you may escalate your complaint directly to that specific firm’s designated complaints partner. If you remain dissatisfied with their response, you may escalate the matter to the Legal Ombudsman.

If your dispute involves a breach of a Credit Hire Agreement or contract terms that we cannot resolve internally, the matter may be referred to an independent alternative dispute resolution (ADR) mechanism or determined through the courts of England and Wales.