Support with a replacement vehicle problem
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This page does one thing: it helps you get your own facts into one place before you speak to whoever is handling your claim. We are a vehicle publication. We do not take enquiries, we do not act for anyone, and we have nobody to pass your details to. Everything below stays in your browser.
- Nothing on this page is sent anywhere. There is no form, no submission and no address behind it.
- Nothing you type is stored. It is gone when you close or reload the page. (The site's separate analytics consent choice is recorded in your browser as it is on every page — that is unrelated to anything you enter here.)
- We are not your insurer, your broker, your credit hire company or your claims handler.
- If a firm is already handling your claim, they are your route. Use the contact details on your own paperwork.
- What this page gives you is a clear written note of your own position, which makes that conversation shorter.
Where are you starting from?
Four honest starting points. Pick the one that describes you now — each goes to a page on this site, and none of them asks you for anything.
Get your own facts straight
Most vehicle problems get resolved faster when the person raising them can state, in order and without hunting for it: who they are dealing with, what they asked for, what turned up, and what it stops them doing. The four boxes below build that into a short note you can read out, copy into an email, or write down.
Read this before you use it. This is not a contact form and there is no send button, because there is nowhere for it to send to. Nothing you type leaves your browser, none of it is recorded by this site, and none of it is remembered once you leave the page. Do not treat it as a way of reaching anyone, because it is not one. If you would rather not type personal details into a web page at all, that is a sound instinct — the same four headings work perfectly well on paper.
This note exists only in this browser window. Copy it somewhere you control before you close or reload this page — nothing here is saved.
Who to take it to
We cannot route this for you, and we will not pretend otherwise. Who to approach depends on what the problem is, and the Financial Ombudsman Service draws the distinction clearly:
| If the problem is | The Ombudsman's position |
|---|---|
| How you were referred into credit hire or credit repair in the first place | Complain to the firm that referred you — usually your insurer or broker. They must give a final response within eight weeks, after which the Ombudsman may be able to look at it. |
| The service provided by the accident management company under the agreement itself | The Ombudsman says it cannot usually consider complaints about an accident management company for the service it provided under a credit hire or repair agreement. |
| A claim on separate “after the event” insurance covering unrecovered costs | Complain to that insurer, and the Ombudsman may be able to look at the outcome. |
That third row is worth knowing about before you need it. The Ombudsman also expects firms to have warned you, when the service was arranged, that a problem with the hire or the repairs would be between you and the hire or repair company, and that you would be unlikely to have recourse to alternative dispute resolution if it went unresolved. Whether any of this applies to your own arrangement depends on facts we cannot see from here.
What this site will never do
- Ask you to submit anything. There is no form here and no endpoint behind this page.
- Store, transmit, sell or share what you type. It does not leave your browser.
- Tell you that someone will be in touch. Nobody here has your details, so nobody can be.
- Invent a recipient, a team or a person for you to send an enquiry to.
- Recommend a provider, or take a fee for pointing you at one.
If that seems like a short list of things we do, it is. This is a publication about vehicles, and the most useful thing it can do for someone mid-problem is to be accurate and to stay out of the way.
This is information, not advice about your case. We are a vehicle publication. We do not assess individual circumstances, arrange vehicles, take enquiries or act for anyone. For advice about your own position, speak to your insurer or an appropriately regulated adviser.
Sources
- Financial Ombudsman Service — Credit hire and credit repair services following a “no-fault” accident, last updated 10/07/2026 (financial-ombudsman.org.uk).
- Financial Conduct Authority — About the Consumer Duty (fca.org.uk), page dated 24/02/2026: firms must act to deliver good outcomes for retail customers, including consumer understanding and consumer support.
Every source above was opened and read on . Where a source could not be retrieved, that is stated rather than worked around. The full ledger is on sources and checking dates.