Parts and Garage Cover Terms and Conditions

Already Broken Down? Call Us

We know that repairs can be an unexpected and costly, that’s why we have created Parts and Garage Cover to give you peace of mind my covering the cost of these repairs following a breakdown. It pays for many of the replacement parts we use to fix your vehicle at the roadside that we would normally charge you for, or it can pay for work that’s done in an authorised garage following a breakdown if your vehicle cannot be fixed at the roadside. All you need to do is call us out to attend the breakdown under the terms of your Motoring Assistance membership.

Please read them carefully and if you have any questions give us on 0330 113 2433 (Calls may be recorded and monitored for quality and compliance purposes) or email


If you experience a breakdown you can request assistance by calling: 0330 113 2433 (Lines Open 24/7).


Certain information is required when calling for assistance;

  1. Your Name
  2. Your membership number
  3. The vehicle registration number
  4. The exact location of the vehicle
  5. Your contact number
  6. The nature of the fault


If we can’t fix your vehicle at the roadside – here’s where our Parts and Garage Cover comes in. Here is the process for making this work;


If your vehicle breaks down, use your Motoring Assistance membership and call for assistance on Motoring Assistance, It’s important to do this as under the terms of your Motoring Assistance Membership and before any repair work is carried out or attempted.


A recovery operator will attend as soon as possible and will try to fix your vehicle there and then. If your vehicle can’t be fixed at the roadside will tow your vehicle to an authorised garage for repair.


Whenever possible we will tow your vehicle to a preferred garage on our network for repair. Alternatively, if you prefer, we can tow your vehicle to an Authorised Garage of your choice.

There are lots of benefits of the Breakdown Repair Cover Garage Network and your claims advisor can tell you about them and which garages are in the scheme.


Before any repairs are carried out you and the repairer must agree on what needs to be done and these repairs must then be authorised by our claims handler. Once everything’s agreed and authorised you’ll get a claim authorisation number – please keep this number safe as you may need to refer to it. In some circumstances it may be necessary to appoint an independent engineer to inspect the vehicle and assess whether the claim falls within Your Part and Garage Cover.


Following the approval of your claim and successful repair of your vehicle you may pay the Authorised Garage and we will reimburse You or We can pay the cost of the repair on your behalf directly to the Authorised Garage. An excess of £75 applies to each claim, this will be deducted from any payment to you or it must be paid in full before any payment is made directly to the Authorised Garage.


  1. Definitions
  2. Your Membership
  3. General Conditions of Your Membership
  4. General Exclusions of Your Membership
  5. Payment Terms
  6. Fair Use
  7. Cancellation
  8. Your Information
  9. Complaints
  10. How to Contact Us


Our Membership contains specific wording with definitions which we have set out to ensure these are clear and which form part of contract between you and us.


Means the individual(s) named and identified on the Membership Document.


Means Motoring Assistance Limited (Company Number: 10467192) trading as: “Motoring Assistance and/or”


Means any request for assistance, service or a benefit under any section of this Membership.


Means either your vehicle or the vehicle you were driving was in a road traffic collision and subject to an unexpected incident.


An accident where you are considered to be at blame for the collision. Where you are to blame the insurers cannot recover costs from someone else.


An accident where you are considered not to be at blame for the collision. Where you are not at blame your insurer can recover the cost of the claim from someone else.


Means either your vehicle or the vehicle you were driving, has experienced a non pre-existing mechanical or electrical fault which is preventing the vehicle from being driven safely on the public Highway. For the purpose of this definition we include damage or faults with tyres excluding any deliberate damage or interference including: Flood, Fire, Theft, Deliberate Damage or Vandalism.

Any mechanism which cools the vehicle or controls the temperature is not therefore considered a breakdown under our terms and conditions except in the circumstance the mechanism prevents the vehicle from being driven safely. You may be required to make subsequent arrangements for the repair or recovery in this scenario.


Means a breakdown membership provided by and purchased from Motoring Assistance Limited.


Means either your vehicle or the vehicle you were driving was towing any caravan or trailer that adheres to the following specifications: Maximum Gross Weight: 3 tonnes, Maximum Length: 7.0 metres (including draw bar and coupling) and Maximum Width: 2.55 metres


The department which will assess, authorise and arrange payment of Your claim.


Means a payment which you may be required to pay under the contract and in addition to your monthly or annual payments.


Means a professional and reputable VAT registered garage with the facilities and capability to carry out a permanent repair to your vehicle.


Means the home address registered with us when setting up the cover. Any changes to your address must be made in writing to us at least 72 hours before requesting any breakdown or accident assistance from us.


This is the date at midnight on which the cover starts from, agreed by Us, and will be after the 14 day inception period.


A period of 14 days at the start of a membership or after any change to your membership where you cannot use the service.


Your contract with us will not commence until 14 days after your first payment. This may prevent you from accessing services from us until 14 days has passed.


Means the reasonable cost determined by us to replace the vehicle taking in consideration the make, model, age and condition of the vehicle from databases and information obtained from the motor industry or insurance businesses.


Means the membership contracted for between You and Us specifically, a vehicle or the vehicle you are driving.


Vehicles that are not specified on an individual insurance policy and/or on trade plates.


Means the contract or electronic documentation with information about You or the individual named in it for the purpose of the membership and forms part of the terms under the terms and conditions. You should receive this by email within 24 hours of purchasing your membership, if you do not please contact us.


Means the terms and conditions set out within the document.


Means your Vehicle or Vehicle you are driving has been re-fuelled with the wrong fuel for that make, model or engine of that vehicle.


A claim We have authorised for parts covered which directly caused the Your Vehicle to break down and prevented it from being able to resume or commence (when Home Start cover is held under Your Breakdown Membership) its journey safely.


Means any membership with us where you pay by monthly instalments for breakdown membership.


Means any membership with us where you pay by yearly instalments for breakdown membership.


Means the Vehicle is not used for delivery, transportation service or service involving carriage of goods or being used for public or private hire on the public highway in association with a business or for commercial gain.


Means any individual or company appointed or instructed by Us to provide any assistance or recovery for You on behalf of us.


Means that the Vehicle is fully insured, has a road fund license, holds a current MOT certificate and has been properly maintained and serviced in line with the manufacturer’s guidelines. There also must be no known faults with the Vehicle.


Parts that are specifically designed to wear or are replaced as part of the vehicle’s standard maintenance


Means any repair work that is untaken by any of our Recovery Operators.


Means the duration of this Membership commencing from the Join Date as stipulated on Your Membership details.


Means England, Scotland, Wales, Northern Ireland and the Isle of Man.


Means any car, motorcycle or moped which complies with the following specifications and is used for Personal Use only. Maximum Gross Vehicle Weight: 3 tonnes, Maximum Length: 5.5 metres (18 feet) and Maximum Width: 2.3 metres (7.5 feet)



Parts and Garage Cover is an optional extra available to your Breakdown Membership.

The cover set out in the membership is intended to be in conjunction with your Breakdown Membership, to cover the cost of parts, which require replacing or repairing, following a breakdown attended by Us.

This cover is not a warranty and is not intended to replace regular servicing.

It is a requirement that any vehicle(s) covered under this membership are serviced regularly in line with the manufacturer’s recommended schedules. Your claims may be rejected if you cannot demonstrate that your vehicle has not been proper maintained within the manufacturer’s guidelines.

We have agreed to cover you for the cost of claims made under this membership subject to the terms, conditions and exclusions in this Parts and Garage Terms document and for which you have paid or agreed to pay the required premium.

We have relied on the information and statements you provided to Us when agreeing to provide your cover. Please read our Membership Terms carefully to make sure the information is correct and that the cover meets your needs.

Please note that failures must cause a sudden and unexpected Breakdown, this membership will not cover the cost of repairs for failures that do not cause the vehicle to be undrivable or that You were previously aware of or have been made aware of or that are not directly related to the cause of the Breakdown.

What is covered?

We will pay up to £575 per Paid Claim, up to a maximum of 3 claims per year, towards the costs of repair or replacement to covered parts, labour and VAT following a Breakdown which occurs during the Period of cover.

What is not covered?

  1. Your £75 Membership Excess.
  2. Any claim, which occurs within 14 days of Your Membership Start Date or within 14 days from the date You notified Us that you changed Your vehicle.
  3. Any claim made within 14 days of Parts and Garage being added to an existing membership.
  4. Damage caused by an excluded part. Damage to ‘Modified’ parts (meaning any part fitted by you or with your knowledge that is not to the manufacturer’s standard specification), or any consequential damage caused by a modified part.
  5. More than three paid claims or requested claims per year.
  6. Motor Traders: Vehicles that are not specified on an individual insurance policy and/or on trade plates.
Parts Covered
The Engine
Engine Cooling System
Fuel System

  • Fuel particulate filters
  • Damage or failure due to incorrect or contaminated fuel

  • Worn out friction surfaces
Differential and Drive Line
Braking System

  • Brake pads
  • discs
  • drums and shoes
Electrical System

  • Sun roof motors and mechanisms
  • folding roof mechanisims
  • door and boot locks and lock mechanisms
  • lamps
  • bulbs
  • speedometer and odometer
Windscreen Wipers

  • Wiper Blades
  • Rear screen wash/wipe systems (including linkages, motors, arms and blades)
Catalytic Convertors
  • Exhaust systems
Any other excluded parts
  1. Service items: (these are items listed as recommended by the manufacturer as being changed as part of regular servicing and maintenance) including:
    • Brake pads, discs, drums, shoes
    • Windscreen wiper blades, screen wash
    • Nuts, bolts and studs
    • Tyres
    • Fuel and Air filters
    • Spark plugs
    • Fluids: anti-freeze, oil/lubricants, brake fluids, gearbox or transmission fluid, clutch fluids, coolants or screen wash - unless the relevant consumable is replaced as part of a Paid claim
  2. All body parts and trim (including motorcycle frames and fairings)
  3. Roof frames, folding roof fabric
  4. Upholstery
  5. Keys (lost or stolen)
  6. Glass and non-glass windows
  7. Air-conditioning parts - unless their failure has directly caused a breakdown
  8. Consumables: Oils, filters and anti-freeze unless the relevant consumable is replaced as part of a Paid claim
  9. Parts for Motorhomes that are not directly required for driving the vehicle such as fridges, cookers, drinking water suppliers, toilets etc.

Warning lights: Please be aware that if a warning light, which is linked to a covered part, is illuminated it does not necessarily mean that the repair or replacement of the relevant covered part is required and/or will be paid for under Your Parts and Garage membership.




  1. The cover is in conjunction with Your Breakdown Membership and will only be valid while Your Breakdown Membership is active.
  2.  Cover will continue until You or Us use their right to cancel or if Your Breakdown Membership is cancelled and becomes inactive.
  3. If You have continuous Parts and Garage Cover and Breakdown Membership, You must ensure that Your membership is renewed to be able to claim on Your Parts and Garage Cover. If Your Breakdown Membership is cancelled or becomes inactive, Your continuous Parts and Garage Cover will be cancelled.
  4. We are entitled to make changes to the membership terms and the premium payable, during the Period of Cover, but will always give You at least 30 days prior notice of any such changes by email.



  1. If the Breakdown occurs at home, You must have Home Start entitlement under Your Breakdown Membership to request assistance from Us and then make claim under this Parts and Garage Cover.
  2. If You require the Us to assist with the recovery of your vehicle, this will be provided in line with Your Breakdown Membership entitlement.
  3. You can only make a one change over vehicle in any twelve month period, the initial cover is for a minimum of twelve months.
  4. Cover cannot be transferred on the sale of Your vehicle to a new owner.
  5. Your vehicle must be serviced in accordance to the manufacturer’s recommendations (including correct service intervals). Invoices from a manufacturer or manufacturer approved garage are accepted as proof of servicing and such invoices may be required by the Claims Department at the time claims are made. Stamped service books are not acceptable proof. It is Your responsibility to find out your Vehicle’s servicing requirements and to comply with them.



  1. The fact that we have dispatched a mobile mechanic or recovery operator does not necessarily mean that the repair cost will be covered by Us; this will be assessed by the Claims Department.
  2. If Your Vehicle cannot be repaired at the roadside we will, where possible, arrange for a repair through one of our preferred networks of garages. If You wish to nominate Your own choice of Authorised Garage, You may do so.
  3. Any repairer appointed, whether direct by You, or on Your behalf, will carry out repair work to Your instruction and the contract for repair will be between You and the relevant repairer. 
  4. Any exploratory dismantling charges will only be paid for as part of a paid claim. It is Your responsibility to agree any exploratory dismantling charges with the repairer and to pay their charges if, after dismantling, Your claim is not authorised by Us.
  5. Claims will be assessed in line with Manufacturer or Motor Industry standard repair times and retail price guides. We reserve the right to fit replacement parts which have not been made by Your Vehicle’s manufacturer but are of a similar standard.
  6. If We find that repairs were made to Your vehicle prior to purchasing Your membership, within 14 days of purchasing Your membership or before calling us for Breakdown Assistance You will be liable for the full costs of the claim.
  7. If a claim has been paid and it is subsequently found that You have not paid Your Membership fee for the period in which the claim occurred, we will be entitled to charge You for the full amount of the claim.
  8. If We refused to provide you with breakdown assistance for any reason, You will be unable to claim under Your Parts and Garage Cover.


All repairs undertaken, must be fully guaranteed for a minimum 12 months 12000 miles. This applies to all repairs for new, second hand and reconditioned parts. If the repairs are not warranted or guaranteed for this period, then any repeat failure within 12 months 12000 miles will not be covered by this membership.


If We discover that You, anybody covered under the membership or anyone acting for You has knowingly:

  1. made a fraudulent or false claim in full or in part or exaggerated the amount of the claim or provided false or invalid documents in support of a claim; or
  2. misrepresented any answers to Our questions or withheld any relevant information in order to influence Us to accept a claim; or
  3. provided false or invalid documents in support of a claim; or
  4. following an allegation or suggestion of fraud by Us, withdrawn a claim, had a claim refused or declined or had a membership cancelled or made void. We will:
    • treat Your membership as if it never existed from the date of the fraud or misrepresentation and retain any monies paid for this membership.
    • Cancel all your memberships with Us with immediate effect; and
    • pass details to the Police and fraud prevention agencies; or
    • Refuse to pay the whole of Your claim if any way fraudulent, false or exaggerated and recover from You any costs that have been incurred.
  5. If you make a request for assistance within the first 90 days of taking out a monthly membership then we may request that the remainder of the first year be paid in full before providing any service.
  6. An excess of £75 applies to each claim, this will be deducted from any payment to you or it must be paid in full before any payment is made directly to the Authorised Garage.
  7. Only vehicles that are used for private use only are covered under this membership. Any vehicle that is used for hire or reward, carrying goods or tools and traveling to a place of work other than a single fixed work address is not covered.
  8. We reserve the right to charge an administration fee for changes made to your membership.
  9. The vehicle must be kept to a roadworthy standard and maintained to a roadworthy condition.
  10. We reserve the right to refuse, and/or cancel your membership if anyone behaves inappropriately towards an employee or representative of ours. Such as but not limited to false accusations, abusive manner, threatening behaviour either physically or verbally.
  11. A limit of three changes to your membership information, excluding vehicle changes, during the term are permitted. Temporary changes are not permitted and could cause cancellation of the membership.
  12. Any changes to the membership will incur a 14 day inception period, if you request assistance or make a claim in the inception period the your claim will be rejected and may cause Your membership to be cancelled.
  13. We are not responsible for any damage or loss of contents or perishable goods in your vehicle during any assistance provided with us. All contents are left in Your vehicle is at your own risk.



  1. Any costs for repairs following a Mechanical or Electrical Failure if:
    • The Faults existed prior to the purchase of this cover; or
    • The Failure was caused by faults, which You were aware of prior to the start of the journey on which the Breakdown occurred; or
    • The fault has been identified to You as part of either regular maintenance, MOT or at the point of another repair; or
    • The failure is caused by You or anyone We have not authorised to carry out a repair; or
    • You referred the failure to a garage before You called for Breakdown Assistance; or
    • Repairs for the Mechanical or Electrical Failure started before Your claim has been accepted and We have issued an authorisation number to the repairer.
    • The fault is a result of inadequate or proper maintenance of Your vehicle.
    • The fault is caused by the failure by a part that been worn to the intended lifespan by the manufacturer.
  2. Repairs to vehicles that are not nominated for cover under this membership.
  3. Repairs to Your Vehicle, if at point of breakdown, is not roadworthy or otherwise unlawful to use on a public road such as having a valid MOT, Tax or Insurance.
  4. Repairs required due to contaminated, incorrect or fuel not meeting the manufacturers specification being added to Your vehicle, such as adding diesel to a petrol engine or petrol to a diesel engine.
  5. Repairs to Your vehicle if you are unable to provide proof that it has been serviced regularly in line with the manufacture’s schedules.
  6. Any faults identified by, or reported to, Our recovery operator or Authorised Garage repairing Your vehicle, which did not cause the initial Breakdown.
  7. Any faults due to the poor maintenance of Your Vehicle, including cam belt failure and any resulting damage, when it cannot be established that the belt has been changed according to the manufacturer’s recommendations.
  8. Any cost for Mechanical or Electrical Failure caused by accidental damage, frost, freezing, blockage, water penetration, road traffic accidents, theft or vandalism.
  9. Any cost for Mechanical or Electrical Failure resulting from the use of the Nominated Vehicle in any sort of competition, rally or racing of any kind.
  10. Any cost of repairs caused by the failure of an excluded part, or as a direct consequence of the failure of a ‘modified’ part. By modified ‐ we mean a part fitted by You or to Your knowledge, that is not to the manufacturer’s original specification.
  11. Any costs which can be recovered under warranty or any more specific insurance membership.
  12. Any issue in our opinion related to a previous recovery request, an unsuccessful do it yourself attempt, an inadequate repair.
  13. The cost of repairing further damage if You continue to drive your Vehicle after a fault has developed.
  14. Any vehicle or trailer that is not in a roadworthy condition.
  15. Any claim for broken glass or mirrors.
  16. Any claim as a result of your vehicle running out of fuel.
  17. Any claim for damage that is a result of driver/owner error.
  18. Any claim as a result of keys becoming locked in the vehicle, keys being damaged in any way, lost or issue with key fobs or immobiliser keys.
  19. Any damage as a result of a slipped chain on a motorcycle, moped, scooter or other chain driven vehicle.
  20. Any claim for damage for a fault that we have previously provide assistance and/or paid a contributed towards a claim.
  21. Recovery of the vehicle to a different place of repair if they are unable to carry out a repair for any reason.
  22. Any claim for damage that is the result of an accident or criminal damage.
  23. The costs of food, drink and telephone calls for you and any passengers.
  24. All horseboxes and vehicles carrying or towing a trailer carrying any livestock.
  25. All motorhomes, or vehicles that have been modified to be a motorhome.
  26. Any vehicle that has been modified from the original manufacturer vehicle specifications.
  27. The cost of any specialist recovery or assistance required or any other costs associated with your vehicle being inaccessible or off the road.
  28. Any liability for financial loss to you at any point prior, during and post the service being carried out.
  29. All vehicles over 15 years old.
  30. Any vehicle that is being used, or has been modified for use, in motor racing, rallies, speed or endurance events, or for anything other than non-commercial use.
  31. Any costs incurred because of a modification to the vehicle.
  32. Any charges incurred by you where providing this service is deemed unlawful.



Do I have to keep my vehicle serviced regularly?

Yes. All cars require regular maintenance. Once you have nominated a vehicle for Parts and Garage Cover then you will need to keep it serviced in accordance with the manufacturer’s recommendations. You may be asked to produce evidence of servicing when you make a claim so be sure to retain your receipts and invoices. Stamped service books are not acceptable proof. Servicing must be done by a professional VAT registered garage and failure to keep your vehicle properly maintained in line with the manufacturer guidelines may invalidate your claim.

Can I use a non VAT registered garage for my repairs?

No, you must use a professional VAT registered repairer to complete your repairs.

Can I take my vehicle directly to a garage?

No. You must first request assistance under your Motoring Assistance membership.

Can I claim straight away?

No, there is a 14-day claim inception period from the start date of the membership or from the date any vehicle is changed or added on the membership. This cover will not pay for repairs to faults occurring within that period or any faults that pre-existed at the time of purchase of the membership.

Will it cover parts like my clutch or gearbox?

This membership will cover repairs that have suffered a sudden failure; gearboxes and clutches can suddenly fail. However, this membership will not cover faults that you will have been made aware of as part of your regular maintenance (MOT, servicing etc.) or parts that have clearly been deteriorating for some time. The cover specifically excludes repairs to the friction plates of a clutch or caused by the friction plate failing as these are specifically designed to wear over a period of time or mileage.

What do I do if I change my vehicle?

You can easily update your membership to cover your replacement vehicle (please check eligibility requirements for your new vehicle). All you need to do is call us on 0330 113 2433. Do ensure that you notify us promptly when you purchase a replacement vehicle to ensure that the new vehicle is covered as soon as possible. You will not be able to make a claim for that vehicle if it breaks down within the first 14 days after you have notified us of the change.

Who can I talk to if I still have questions?

If you have any further queries then please call us on 0330 113 2433 or email:



If you chose a pay monthly membership the first payment will be collected at the time of purchase then a reoccurring payment will be collected every month until cancelled by you. All pay monthly memberships are subject to a minimum term of 12 months, if you cancel your membership or fail to make payment within the first 12 months of any monthly membership then you must pay the outstanding amount for the remaining term of the first year. If a payment is unsuccessful then your Membership will become inactive until We are able to collect the payment that is due, if we are unsuccessful in collecting the payment within 30 days then your Breakdown Membership and coverage will end with immediate effect.

If you choose to pay yearly for the first year of your membership then a payment will be taken at the time of purchase. Yearly memberships will automatically renew after 12 months to a monthly membership and will continue until cancelled by you. We will let you know by email at least 30 days before your membership is due to renew. If a payment is unsuccessful, then your Breakdown Membership and coverage will end with immediate effect.



The fair use of our membership is determined by us and will be based on whether you have carried out adequate steps to maintain your vehicle properly in accordance with the manufacturers recommendations and have reduced the likelihood of a claim by carrying out due care. No single assistance claim or multiple assistance claims over the course of a twelve-month period can exceed the market value of the vehicle or £1000 inclusive of VAT, the cost of each assistance will be determined by us. If we determine that you have breached these Fair Use terms, then we reserve the right to refuse service to you and cancel your membership with us.



You have the right to cancel this cover within 14 days of purchasing the membership without giving any reasons and you will receive a full refund. In the event that a claim is made or attempted to be made within that 14-day period then a charge of £30 per vehicle will be made to reflect the administrative cost of arranging and cancelling the cover.

We reserve the right to withdraw and cancel your membership if you fail to pay instalments of Your Membership on demand, or fail within seven days of a written request from us, to provide any documentation of information required by us.

In the event of us cancelling a cover after its beginning or its renewal our fees or commission will not be returnable.

We reserve the right to cancel your membership at any time without prior notice, if no claims have been made during the term of this membership then you will be refunded in full.

We reserve the right to refuse service if we suspect any type of fraudulent activity.

Motoring Assistance shall not be bound to accept renewal of any membership and may cancel any membership at any time without prior notice where there is a valid reason for doing so. A cancellation email will be sent to you at your email address. Valid reasons may include but are not limited to:

  1. Fraud
  2. Non-payment of premium
  3. Threatening and abusive behaviour
  4. Non-compliance with cover terms and conditions

Provided the premium has been paid in full you will be entitled to a proportionate rebate of premium in respect of the unexpired period of the membership provided there has been no claim.



Motoring Assistance Limited believes it is important to protect your Personal Data (as defined in the Data Protection Act 1998) and we are committed to giving you a service that meets your needs in a way that also protects your privacy. This policy explains how we may collect Personal Data about you. It also explains some of the security measures we take to protect your Personal Data, and tells you certain things we will do and not do. You should read this policy in conjunction with terms.

When we first obtain Personal Data from you, or when you take a new service or product from us, we will give you the opportunity to tell us if you do or do not want to receive information by email or text from us about other services or products (as applicable) from us. You can normally do this by ticking specific boxes on an application form or contract. You may change your mind at any time by emailing us at the address below.

Some of the Personal Data we hold about you may be 'sensitive personal data' within the meaning of the Data Protection Act 1998, for example, information about your name and email.

Any information that you provide to Motoring Assistance Limited is managed by Motoring Assistance Limited, which is registered as a data controller with the Information Commissioners Office in England under notification number: ZA462447. If you have any queries about the information, we hold about you, please contact us at or write to us at Motoring Assistance Limited, 124 City Road, London, England, EC1V 2NX

For further information about how Motoring Assistance Limited use your data please go to our Privacy Policy.


We are committed to providing an exceptional level of service and do everything we can to make sure we meet our own high standards. However, we realise that sometimes things go wrong and there may be occasions when you feel you have cause for complaint. When this happens, we want to hear about it so that we can try to put the matter right. If you wish to register a complaint, please contact us:

Telephone: 0330 113 2433


In Writing: 124 City Road, London, England, EC1V 2NX

To enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, a summary of which is outlined below.

  1. Upon receipt of your complaint, we will acknowledge your complaint promptly to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office.
  2. After having considered the issue, we will advise what action we intend to take and the expected timescales for this.
  3. In the event that your complaint relates to activities or services provided by a third party, we will advise you of this in writing giving their contact details and the reasons for our decision whilst also ensuring that your complaint is promptly forwarded to the appropriate in writing.
  4. We will aim to make a final response to you as soon as possible and keep you reasonably informed of our progress. We anticipate that we will be able to provide a substantive response to most complaints within two weeks.
  5. By the end of four weeks from the receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or the delay at this time, you will have a period of six months in which you can refer the matter to Trading Standards. When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconveniences you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within six weeks, we will treat the complaint as closed.


Your statutory rights are not affected if you choose to follow the complaints procedure above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.



Broken down in the UK? Call us on  0330 113 2433 (Option 1) – Lines open 24/7

Had an accident? Call us on  0330 113 2433 (Option 2) – Lines open 24/7

Need a quote? Call us on  0330 113 2433 (Option 3) – Lines open Monday to Friday 09:00 to 17:00

For changes to your policy and all other queries email us at: or call us on  0330 113 2433 (Option 4) – Lines open Monday to Friday 09:00 to 17:00

If you are hard of hearing, you can email us on: or you can write to us at: Motoring Assistance Limited, 124 City Road, London, England, EC1V 2NX