Who we are

CUPRA Insurance Services is a trading name of Volkswagen Financial Services (UK) Limited.

Volkswagen Financial Services (UK) Limited is authorised and regulated by the Financial Conduct Authority (FCA). Authorisation details can be checked on the Financial Conduct Register at www.fca.org.uk/firms/systems-reporting/register.

We choose to work with other organisations in the United Kingdom to ensure that we develop and offer our customers the best insurance products.

Therefore, from time to time, we may change the provider of an insurance policy.  If this does happen we will advise our customers in writing, giving them reasonable notice of any such proposed change prior to the renewal of their policy and supply them with details of the terms of any proposed new policy. Customers will not be obliged to take any new cover and any cover will contain cancellation rights in accordance with those set out in the policies cancellation section.

Our aim is to get it right, first time, every time. If we make a mistake we will try and put it right promptly. We will always confirm to you the receipt of your complaint within five working days and do our best to resolve the problem within four weeks. If we cannot, we will let you know when an answer may be expected.

If we have not sorted out the situation within eight weeks, we will provide you with information about the Financial Ombudsman Service.

If you have a complaint, please refer to your policy documents for contact details.

Using the complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.

Any telephone calls made in connection with our policies may be monitored or recorded to assist with staff training and for quality control purposes.

If you have any disability that impacts your ability to read this policy, please contact CUPRA Insurance Services for assistance or arrange for someone to do this on your behalf.

Alternatively, you can write to us at: CUPRA Insurance Services, Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes MK14 5LR