October 2025 - QDOS Assistance
Watchdog has heard from three separate viewers about QDOS Assistance. A service that seeks to provide assistance to customers who have no-fault car accidents. Our three case studies each used QDOS Assistance to help recover their money but have had to wait months before seeing their cash come into their bank accounts.
Our first case is Lauren. In March 2025 she was involved in an accident that wasn’t her fault. She got contacted by QDOS Assistance and they deemed that the car was a right off. Lauren expected to receive the £1,876.00 (value of her vehicle) from QDOS Assistance. However, she never heard anything.
Our second case is Olga. She came across QDOS Assistance back in January after a no fault accident. Olga relies heavily on her car for work and to tend to the medical needs of a family member. QDOS Assistance told Olga that the money was on its way (£5,985.00) and she went out to buy a new car. However, the money never arrived.
Michelle and Carl stumbled across QDOS Assistance as it came top of the search results. Michelle thought that they were her insurers. The couple waited for the £3,094.00 they are owed. They were constantly in touch but never heard anything. They’ve been waiting for 15 months for their money with no results.
When we wrote to QDOS Assistance it told us that it has provided an outstanding level of customer service to all its customers, but that, regrettably, an error between two internal systems caused a limited number of its customers to experience delays in receiving payments. It said it was deeply sorry for the difficulty this has caused these customers, going on to say that the standard of service they have received does not resemble what the company is or what it stands for.
It told us that the considerable majority of its customers are completely unaffected by this issue, which has been identified and fixed, and that no future problems are anticipated. It said it’s working diligently to identify and resolve any outstanding issues urgently, and that those who are affected can rest assured that the company operates a client account where all client funds are segregated from the business account and protected.
It said the three cases we raised were rectified immediately, and urged any customers who believe they may have been affected to contact the company.
We were told that whilst QDOS Assistance finds even one complaint regarding the late transfer of funds completely unsatisfactory, and that of the Trustpilot complaints that we highlighted, many cannot be traced to actual customers, numerous are duplicates and on some, QDOS Assistance had not received the compensation from the insurer to forward to the customer.
QDOS Assistance concluded by saying it helps thousands of customers and administers millions of pounds of transactions without error each month, and from its automated customer surveys, 94.7% of its customers are “extremely satisfied” or “satisfied” with its service.
You can watch the film here for 28 days - /iplayer/episode/m002kjnr/the-one-show-08102025
