Guides › Insurance Claims and Complaints › Breakdown Cover Did Not Turn Up or Took Too Long
Breakdown Cover Did Not Turn up or Took Too Long
The Financial Ombudsman sees complaints that a breakdown mechanic took too long to arrive, could not fix the vehicle, or damaged it during recovery. For late arrival it looks at the timeframe you were given, what you were told when you called and things like the weather. Complain to the company first.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Breakdown Cover Complaints
What the Ombudsman Looks At
Complaints include that it took too long for the mechanic to arrive, that the vehicle was damaged during recovery, or that the mechanic could not repair it. For late arrival it considers the timeframe you were given, what you were told when you called, and external factors such as the weather. Complain to the company first; you can go to the Ombudsman if it does not send a final response within eight weeks, or if you are unhappy. source
Your Rights
Prompt and Fair Claims
The FCA's rules say an insurer must handle claims promptly and fairly, give you reasonable guidance to help you make a claim and appropriate updates on progress, not unreasonably reject a claim, and settle claims promptly once settlement terms are agreed (ICOBS 8.1.1R). source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksInsurer's time to give a final response to a complaint8 weeks for most complaints
- 6 monthsRefer a complaint to the Financial Ombudsman ServiceWithin 6 months of the date on the insurer's final response
Steps to Take
Step 1 of 5
Note the time you called, the arrival time you were given, and when help came.
Step 2 of 5
Keep receipts for any taxi, hotel or other recovery you paid for.
Step 3 of 5
Photograph any damage from the recovery.
Step 4 of 5
Complain in writing. We do not take insurance or banking complaints as cases, but our free letter templates can help you write to the firm.
Step 5 of 5
After 8 weeks, or a final response, go to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Insurer's Complaints Team
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
Good to Know
Small things that make your complaint stronger.
Tell the call handler if you are in a vulnerable situation, such as alone at night or with young children.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/motor-insurance/vehicle-breakdown-cover Checked 13 October 2026
- handbook.fca.org.uk/handbook/icobs8 Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026
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Step-by-step help for specific companies.