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Complaints
I would like to log a complaint
Carrot Insurance Services will do its best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong, and we may fail to meet your expectations. Our internal complaints procedures allow us to deal with complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.
First, can we help?
We can often resolve your concerns right away. As a first step, please contact us directly to speak to a Carrot specialist.
Our contact number is 0208 629 3308.
We’re open Monday to Saturday, 9am to 5:30pm.
Our internal complaints procedure
Our internal complaints handling procedures follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook.
What you need to do if you have a complaint
You should raise your complaint with us by web chat, email or letter to:
Email us: complaint@carrotinsurance.com
Send something by post: Complaints, Carrot Insurance Services, 98 Liverpool Road, Formby, Liverpool, Merseyside, L37 6BS
How we will handle your complaint
We will conduct a full investigation into your complaint, giving it careful consideration and ensuring it is handled fairly.
We strive to resolve all complaints on receipt and if we are able to address your concerns within three business days of us receiving your complaint, we will send you a Summary Resolution Communication to confirm the complaint is resolved.
If we are unable to resolve your complaint within three business days, we will:
- send you an acknowledgement letter within five business days of us receiving your complaint;
- conduct a thorough investigation into your concerns;
- keep you updated on the progress of your complaint and;
- write to you with our findings and final response within 8 weeks of receiving your complaint.
In complex cases we may need to spend a little longer investigating your complaint and may require more than 8 weeks, if this is the case we will keep you updated and let you know when we expect to be able to give you our findings and final response.
If we cannot reach a resolution
We will do everything we can to resolve your complaint internally; however, if you are still unhappy with our response to your complaint, or we have not resolved it within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service offers a free independent service to help with financial services complaints.
If you want the Financial Ombudsman Service to investigate your complaint, you must refer it to them within six months of the date of our response.
You can contact them at:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567 (Monday to Friday – 8am to 5pm)
Email: complaint.info@financial-ombudsman.org.uk
Further information regarding the Financial Ombudsman Service is available at www.financial-ombudsman.org.uk
Useful links
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Quick answers to the usual questions
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What if I change my car?
If you’re thinking about changing your car, please contact us before buying the new vehicle so we can check whether we can continue to cover you. You can make up to 5 vehicle changes during your policy term.
If your vehicle change is accepted, keep your Theo device and we’ll arrange for a replacement cradle to be posted to you.
Once it arrives, reinstall the same Theo device with the new cradle and upload a fitment photo to the Better Driver by Carrot App within 48 hours.
What should I do if my car is going in the garage?
If your car is going into a garage, make sure they know a telematics device is fitted to the vehicle. You’ll still be responsible for any journeys recorded while it’s there.
If the car is booked in for repairs, please let us know beforehand and share the garage’s details with us. That way, we can review your policy if any driving events are recorded during that time.
What should I do if my Theo device doesn’t look securely fitted?
If you notice that the device isn’t securely attached, please get in touch with us and we’ll let you know what to do next. The device needs to stay correctly fitted to work properly, so don’t try to move or refit it without speaking to us first.
How often do I need to charge my telematics device?
In winter, you should charge your device once a week for up to 8 hours, until you see a green light showing it’s fully charged. In summer, the solar panel gets more light, so you’ll usually need to charge it less often – only when you receive low‑battery reminders. Keeping the device charged ensures your journeys are recorded properly.
Why have I been asked to complete a tamper form or send photos?
We’ve received a tamper alert, which means the device has detected movement while it wasn’t being driven and may have been removed or disturbed. Please complete the tamper form and upload a clear photo of the device on your windscreen in the Better Driver by Carrot app so we can check it’s fitted properly.
I’ve been asked to reset my telematics device, how do I do that?
First, charge your device for 8 hours until it’s fully charged. Then press the reset button as shown in the reset instructions we sent you by email.
You will receive an email from ThingCo to book a support call, alongside any reset requests we send you. Keep an eye out for your email to book a slot and a member of the ThingCo team will be in touch to help.
How do I return my device when my policy has finished?
When your policy ends, ThingCo (your device provider) will send you a prepaid returns package. Put the device in the package and post it back. Returning your device helps us reuse and recycle equipment and reduces waste.
What if I want to make a change to my policy?
You can make changes to your policy online using the Customer Portal or by calling our customer service team on 0208 629 3308 (Monday–Saturday, 09:00–17:30).
To log in to the Customer Portal:
- Click the portal registration link in your Welcome Email or Letter, or use the registration email sent to you separately.
- Enter the email address you used to set up your policy.
- Create a password using the link we send you to verify your email.
You can then log into the portal with these details throughout your policy. If you change your email address, you’ll need to repeat this registration process with the new email.
Couldn’t find what you were looking for?
Chat with our virtual assistant or contact our team – we’re happy to help.