Terms of Service

1. What we do

Easy Car Claims provides accident management services for motor, motorcycle and bicycle accidents in the United Kingdom, including:

• Vehicle recovery and storage
• Replacement vehicles (credit hire) for non-fault claims
• Repair authorisation and management through our in-house bodyshop or partner network
• Compilation of claim documentation
• Liaison with insurers, third parties and (where applicable) referral to specialist solicitors

2. What we do not do

We are not solicitors. We do not provide legal advice and we do not conduct litigation. Where your case involves personal injury, contested liability, or any matter requiring legal representation, we refer you to an independent firm of solicitors on our panel. You are free to choose another solicitor if you prefer.

We are not an insurance broker and we do not sell insurance policies. Decisions about your own insurance policy remain between you and your insurer.

3. Referral fees

When we refer your case to a panel solicitor, we may receive a referral fee from that solicitor. This fee is paid by the solicitor (not by you) and does not affect the compensation you receive or the cost of services to you. The solicitor will provide you with their own client-care letter and retainer agreement; you are not obliged to proceed.

4. Eligibility

Our services are available to UK residents whose vehicle is registered and insured in the UK. Certain services (e.g. credit hire) require valid driving credentials and may require additional checks. We may decline to provide services where eligibility cannot be confirmed.

5. "£0 cost" explained

For non-fault claims, the at-fault driver's insurer is legally required to compensate you for losses arising from the accident. We pursue those costs from the at-fault insurer (and/or via a panel solicitor) and bill our services to them, not to you.

For at-fault claims, partially-at-fault claims, or claims where liability is later disputed, costs may fall to your own insurer (subject to your policy) or to you. We will always be transparent about which model applies before we incur cost on your behalf.

6. Cancellation

You may cancel our services at any time before we incur material costs on your behalf, without penalty. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14-day cancellation right where the contract was entered into off-premises or at distance. After 14 days, or once we have begun the service at your express request and incurred cost (e.g. recovery dispatched, replacement vehicle delivered), reasonable costs may be payable.

To cancel, email claims@easycarclaims.co.uk or call 0208 090 8872.

7. Your obligations

• Provide accurate and complete information about the accident, the vehicle, and any third parties
• Cooperate with reasonable requests for evidence (photos, witness details, police reference)
• Notify us promptly of any change of circumstances or any direct contact from the third-party insurer
• Use any replacement vehicle in accordance with the credit-hire agreement provided
• Do not accept any cash settlement directly from the third party without consulting us first

8. Limitation of liability

We use reasonable care and skill in performing our services. We are not responsible for:

• Decisions of insurers, courts, the Motor Insurers' Bureau, or any third party
• Delays caused by third parties (insurers, police, recovery firms, witnesses)
• Outcomes of any subsequent legal proceedings handled by an independent solicitor

Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under English law.

9. Data protection

We process your personal data in accordance with our Privacy Policy. We are a UK GDPR data controller for the personal data you provide.

10. Complaints

We aim to resolve any concerns promptly. If you are not satisfied with our service:

1. Email claims@easycarclaims.co.uk with the subject "Complaint" and details of the issue
2. We will acknowledge within 5 working days and aim to resolve within 28 days
3. If the complaint relates to a referred solicitor's service, that solicitor's own complaints procedure (and ultimately the Legal Ombudsman) applies to their work

11. Changes to these Terms

We may update these Terms from time to time. The current version is always available at this page, with the "Last updated" date above. Material changes affecting existing instructions will be notified in writing.

12. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any disputes arising from these Terms or the services provided.