Complaints.

We want to hear about it if something has gone wrong. This page sets out how to raise a complaint and what to expect from us. When Driiva is FCA-authorised to sell motor insurance, the Financial Ombudsman Service route below will apply to any policy-related complaint.

1. How to raise a complaint

Email hello@driiva.co.uk with "Complaint" in the subject line. Tell us what happened, what you would like us to do, and when it happened. If it relates to the waitlist signup, include the email you used.

2. Our process

• We acknowledge every complaint within 5 working days.
• We aim to resolve complaints within 4 weeks. If we need longer (up to 8 weeks under FCA rules once we are authorised), we will tell you.
• Our written response will set out our decision, the reasons, and the next steps available to you.

3. Escalation (post-authorisation)

Once Driiva is authorised to sell insurance and your complaint relates to a regulated activity, you will have the right to escalate to the Financial Ombudsman Service if you are unhappy with our final response or if we have not resolved your complaint within 8 weeks.

• Financial Ombudsman Service: financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Address: Exchange Tower, London E14 9SR

4. Pre-authorisation complaints

Until we are FCA-authorised, the FOS route is not yet available. For any matter relating to the marketing site or the waitlist, the Information Commissioner's Office (data matters) and the Advertising Standards Authority (marketing claims) remain available alongside our internal process.