Legal
Terms & Conditions
Last updated 1 January 2026. For clarification on any term, email claims@oncallclaims.co.uk.
Our service
ON CALL provides claims management services in relation to road traffic accidents, including first notification of loss, recovery and storage, approved repair management, replacement vehicle provision and referral to SRA-regulated solicitors for injury and litigated matters.
No win, no fee
In a standard non-fault claim you pay nothing upfront and nothing from your compensation. Our fees, repair costs, hire charges and legal costs are recovered from the at-fault party's insurer.
Your responsibilities
You agree to give us accurate and complete information about the accident, to notify your own insurer of the incident as your policy requires, to co-operate with engineers and medical experts, and to tell us promptly if your circumstances change.
Replacement vehicles
Replacement vehicles are provided on credit hire terms while your vehicle is genuinely unroadworthy or being repaired. You must hold a valid licence, comply with the hire agreement, and return the vehicle promptly once your own vehicle is available.
Cancellation
You may cancel within 14 days of instructing us without charge. After that period you may still cancel, but reasonable costs already incurred on your behalf, such as recovery, storage or engineering fees, may become payable.
Complaints
If you are unhappy with our service, contact us and we will acknowledge your complaint within five working days and respond within eight weeks. If you remain dissatisfied you may refer the matter to the Financial Ombudsman Service.
Ready when you are
Clear terms, clearer claims.
If anything here needs explaining, ask us — then start your claim with no upfront cost.
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