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3.8 How do I make a complaint?

3.8 How do I make a complaint?

Did the condition of the vehicle or the service you received fall short of your expectations? We want to know about it! We have procedures in place to ensure your claim is handled fairly and quickly.

Please read our claims policy. It has detailed information about how we process complaints. It also includes a list of elements that are excluded. You can find our claims policy in ‘My account’ under ‘Claims’.

If your complaint is something we cover in our claims policy, you can submit your claim directly in ‘My claims’:

  • Select ‘Claims’.
  • Select ‘File a new claim’.
  • Select the correct vehicle.
  • Enter the claim details and add any additional images/videos or documents that support your claim.

If you cannot find your vehicle in the ‘claims’ section, please send your claim and any additional supporting documents/videos/images directly to claims@openlane.eu.

Our claims department will analyse your claim and check whether your claim is valid based on our terms and conditions. You will be informed directly via email from claims@openlane.eu.

You have five days to accept the outcome. If your bank details are required, we will ask you to provide them within these five days.

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