Complaints Procedure UK

If a host or guest in the UK contacts our UK team with a complaint about a request for damage reimbursement or an allocation of financial responsibility, we’ll take the steps below to resolve the issue. Send an email to help@sur.app with COMPLAINT in the subject line and we will follow the process described below to respond to the matter. If your complaint is unrelated to reimbursement for damage or allocation of financial responsibility for vehicle damage, we’ll rely on the dispute process described in our terms of service.

1. We’ll acknowledge the complaint within three business days and may contact you to explore a resolution, where appropriate. Be sure to check your junk or spam folder for an email from SUR about this issue. 
2. If we’re unable to come to a suitable resolution or if the matter relates to an issue outside of SUR(for example, vendor performance or quality of in-network host repairs), our team will escalate the matter to a senior member of our UK team.
3. We’ll investigate the complaint. If there are additional steps SUR can take to come to a resolution, we’ll contact you to discuss those.
   • If the complaint relates to a matter outside of SUR, such as claims handling or a repair handled by our accident management company, we may route the complaint to them on your behalf. In this instance, we will let you know who we’ve routed the matter to, how to contact them and what the next steps will be.   

1. A member of our team or from the relevant vendor will contact you with a final decision on the resolution of the complaint within 8 weeks of the complaint. 

Note: You can ask an agent to put you in touch with a senior member of the UK team by emailing help@sur.app with the subject COMPLAINT to discuss the outcome or status of a complaint either within SUR or involving one of our vendors. We’ll be happy to answer any questions and explain any policies in more detail.