Complaints Policy

At Cuvvar, we are committed to providing a fair, transparent, and efficient complaints process for all customers using our UK car insurance services, including temporary car insurance and specialist motor insurance products.

Our commitment

As an FCA regulated car insurance intermediary, we are required to handle all complaints in line with Financial Conduct Authority (FCA) guidelines and treat all customers fairly under UK regulatory standards.

We take all complaints seriously and aim to resolve issues quickly, fairly, and transparently.

How to make a complaint

If you are unhappy with any aspect of our car insurance quote service, policy arrangement, or customer support, you can contact us using the details below:

• Email: support@cuvvar.com
• Address: 85 Great Portland Street, London, W1W 7LT

Please include as much detail as possible, such as your policy number, vehicle details, and a description of your issue, to help us investigate your complaint efficiently.

Complaints process and response times

We aim to handle all insurance-related complaints in a timely and structured manner:

• Acknowledgement: Within 3 working days of receiving your complaint
• Investigation: We will fully review your case, including any relevant temporary car insurance or motor insurance policy details
• Final response: Within 8 weeks, in accordance with FCA complaint handling rules

If we are able to resolve your complaint sooner, we will contact you as soon as a decision has been reached.

Escalation to the Financial Ombudsman Service

If you are not satisfied with our final response, or if we do not resolve your complaint within the required timeframe, you may be eligible to refer your case to the:

Financial Ombudsman Service (FOS)

The FOS is an independent UK body that helps resolve disputes between customers and financial services firms, including car insurance providers and intermediaries.

Fair treatment of customers

Cuvvar is fully committed to the FCA’s Treating Customers Fairly (TCF) principles. We aim to ensure all customers receive clear information, fair outcomes, and appropriate support throughout their car insurance journey.

Continuous improvement

We use complaints as an opportunity to improve our services, including our temporary car insurance platform, quote accuracy, and customer support processes.