UK

Our aim is to get it right, first time every time. If you or the authorised person (e.g. named driver) have any cause for complaint, we will investigate it and aim to resolve the matter within 8 weeks from receiving the complaint.

Euro Insurances DAC t/a Ayvens Insurance is responsible for complaints relating to customer-specific insurance issues (e.g. terms and conditions of the insurance policy) where LeasePlan UK Limited t/a Ayvens is the policyholder.

Euro Insurances DAC t/a Ayvens Insurance is also responsible for complaints received directly by its UK Branch from LeasePlan UK t/a Ayvens customers and where the LeasePlan UK t/a Ayvens customer is the Policyholder.

Euro Insurances DAC t/a Ayvens Insurance (Uk Branch) will forward any other complaints relating to either the lease or insurance component of the services onto the LeasePlan UK t/a Ayvens Customer Services team who will be responsible for investigating such complaints and will contact you directly. We will inform you that we have forwarded your complaint in such circumstances.

How to Contact us

You can contact us about a complaint using your preferred method below: Telephone: Call the Driver Line on 0344 472 1092 Email: complaints.insurance.uk@ayvens.com **Post: ** Compliance Officer Ayvens Insurance 165 Bath Road Slough Berkshire SL1 4AA

If we are unable to resolve the complaint within 8 weeks, we will explain why and let you know when we expect to be able to provide you with this.

If you are unhappy with our final response or we have been unable to provide you with this within 8 weeks of receiving your complaint you may be entitled to refer your complaint to the Financial Ombudsman Service. Any referrals must be made within 6 months of receiving our final response letter.

We will also issue information about the Financial Ombudsman Service (FOS), where applicable, who may be able to help. The Financial Ombudsman Service offers a free, independent complaint resolution service.

You or any Authorised Person under the Policy (e.g. named driver) have the right to refer the complaint to the Financial Ombudsman, free of charge – but this must be done within 6 months of the date of the final response letter.

This does not affect any right to take legal action, however, the FOS will not adjudicate on any case where litigation has commenced.

You can contact the FOS using one of your preferred options below: Website: www.financial-ombudsman.org.uk Telephone: 0800 023 4567 or 0300 123 9123 Email: complaint.info@financial-ombudsman.org.uk Post: The Financial Ombudsman Service Exchange Tower London E14 9SR

Using our complaints procedure or contacting the FOS does not affect your legal rights.

Complaints Data

In 2024, the volume of business for Euro Insurances DAC t/a Ayvens Insurance was comprised of one fleet policy whereby our affiliated fleet company LeasePlan UK is the policyholder. The complaints are raised from the beneficiaries of that policy and there were (in 2024) 6,657 beneficiaries.

Euro Insurances DAC is a Designated Activity Company incorporated in Ireland, with its registered office at Ground Floor, Block C, Central Park, Leopardstown, Dublin 18 and registered number 222618. Euro Insurances DAC trading as Ayvens Insurance and trading as LeasePlan Insurance is regulated by the Central Bank of Ireland. Euro Insurances DAC (UK Branch) is authorised by the Prudential Regulation Authority and is subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request. Firm Reference Number: 997731.

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