FAQs

?Credit repair is a service in which Auxillis Services Limited provides vehicle owners who are involved in a non-fault road traffic accident with the means of funding their vehicle repair on a credit basis. Although Auxillis Services Limited fund the repairs, it is the repairing garage who are responsible for the standard of the repair. This service is not covered by your motor insurance.

Credit repair is only available from garages that have a pre-existing arrangement with Auxillis Services Limited; if your own garage does not have such an arrangement, Auxillis can put you in touch with a garage local to you who does.

For customers with comprehensive insurance, credit repair removes the expense of paying their policy excess and waiting to recover this from the "at-fault' party's insurer.

For customers with third party cover, credit repair removes the inconvenience of waiting for the 'at-fault' party's insurer to pay the claim in order to have their vehicle repaired or paying for the repair before recovering the cost from the other party.

To qualify for credit repair, Auxillis must be satisfied you were not at fault in your accident. You must be prepared to do what is needed to recover the repair charges from the party at fault. Whilst Auxillis will help you to recover the charges from the other party, you must actively help in the process (including going to court if needed) and must comply with the Auxillis insurance policy and contract terms.

Your case number is in subject line of the email we sent you, also in the top left hand corner of any letters you've received.

We need your agreement prior to us arranging services to ensure that you fully understand the services being provided and your own obligations. If you have been offered credit hire or credit repair services it is not possible to recover these unless you have first entered into a contract to take the services of Auxillis Services Limited.

Credit hire is a service which provides drivers who are involved in a non-fault road traffic accidents with a replacement vehicle on a credit basis whilst their own is in for repair or until a settlement cheque is received and they are in a position to replace their vehicle.

To qualify for a credit hire vehicle, Auxillis must be satisfied you were not at fault in your accident and you must need a replacement vehicle to be able to continue with your normal day to day activities e.g. getting to work, taking your children to school, conducting your business etc. Additionally, you must be prepared to do what is needed to recover the charges from the party at fault. Whilst Auxillis will help you to recover the charges from the other party, you must actively help in the process (including going to court if needed) and must comply with the Auxillis insurance policy and contract terms.

To qualify for a credit hire vehicle Auxillis must be satisfied you were not at fault in the relevant accident and you must need a replacement vehicle to be able to continue with your normal day to day activities e.g. getting to work, dropping the children off at school, conducting your business etc. Additionally, you must be prepared to do what is needed to recover the charges from the party at fault. Whilst Auxillis will help you to recover the charges from the other party you must actively help in this process (including going to court if needed) and must comply with the insurance policy and the terms of your contract.

Unfortunately if you do not agree to the Vehicle Hire Agreement, we are unable to provide any services to you at this time.

Unfortunately if you do not agree to the Statement of Truth, we are unable to provide any services to you at this time.

Unfortunately if you do not agree to the Repair Finance Agreement, we are unable to provide any services to you at this time.

So long as you comply with the terms and conditions of this policy and your contract with Auxillis Services Limited, this policy protects you from having to repay the hire and / or repair costs in the unlikely event that they are not recovered from the responsible party. The policy is independently underwritten. Full policy conditions and exclusions are available by reading the Credit Protection Policy which is stored in the My Documents section of this online service.

The policy requires you to give reasonable assistance in the recovery of hire and / or repair charges and this could mean attending court to assist in recovering your losses so you may be contacted at a later date for additional information or documentation if required.

Auxillis Limited administer all applicable policies and manage the claims process.

Auxillis Services Limited provide the replacement vehicles and fund the credit repair and hire services, where applicable.

Yes, you can use the Zoom In or Zoom Out icons above the document to change the size in the viewer.

For mobile devices you can view the documents in your default PDF viewer app after you've downloaded the file using the 'Read Document' button. You can enlarge the document using the controls in your app.

Some older browsers might have issues with this site, try updating the browser or using a different browsers to view the site.

To agree the document you'll need to read it first, either by scrolling to the bottom, or clicking the 'Read Document' button on a mobile device. You'll also need to click the tick box with the acceptance statement. The 'Accept' button will be enabled for you to agree the document.

This means that you are ultimately responsible for the payment of the charges due to Auxillis Services Limited for their services; BUT

• If you use the credit hire or credit repair services you only pay if the charges are not recovered from the at fault driver or their insurers, and the loss is not covered by the Credit Protection Policy that you are taking out from Auxillis Limited;
  
• If your hire vehicle is arranged under your replacement vehicle policy or the insurer for the party at fault has agreed to pay for the hire you are only responsible for the hire charges if you stay in the vehicle for longer than the authorised period.

All passwords must be a minimum of 8 characters long and contain a combination of alphanumeric and special characters - at least two of three from: letters, numbers and special characters (+, =, !, ?, £, &, *, $, @)

We don't keep a record of your password, if you happen to forget it, you can reset it as many times as you wish, just by clicking on the 'Forgotten Password' link.

The email address which you have used may not match the email address that we have on our records for this claim.

Some older browsers may not work with this site, if you are having issues viewing the site correctly please update your browser to the latest version.

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You will need to enter the email address you provided to us over the phone on the forgotten password screen, you should then receive an email advising you of the steps you need to follow.

The site is optimised to work on a mobile device, you can use your smart phone to download, read and accept the documents.

We understand we don’t always get things right every time and sometimes customers will feel it necessary to complain. We take every complaint we receive from a customer very seriously, logging, investigating, resolving and reporting back to customers where our service has not met our usual high standards.

How to make a complaint
We deal with all customer complaints in a fair and prompt way. Complaints can be made verbally or in writing via telephone, email or post. We find most complaints can be resolved by speaking directly to the team responsible for your claim.

To raise a complaint with us please:
- Call us on: 0345 142 2111 or email us at: quality@auxillis.com
- Write to: The Quality Compliance Executive, Auxillis Services Limited, Redmond House, Fern Court, Bracken Hill Business Park, Peterlee, Co Durham SR8 2RR.

Complaints Process
We will contact you within five working days of receiving your complaint to confirm receipt and inform you of the action we plan to take. We will try to resolve the problem and provide an answer within four weeks. In some cases it may take us more than four weeks - but we will advise you of any further time we require - and you will receive a full and final response within eight weeks of the original complaint being made.

If you entered into your hire or repair agreements online and you have any unresolved complaint you may also use the European Commission’s online dispute resolution portal via this link -
http://ec.europa.eu/consumers/odr/

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