Terms & Conditions

Last updated: 24 July 2026

1. About these terms

These Terms and Conditions govern your use of www.keystone-assist.co.uk and your initial contact with Keystone Accident Management Ltd.

They apply when you:

• Visit or use this website;
• Submit an online enquiry;
• Request a Callback;
• Contact us by telephone, email, live chat or WhatsApp;
• Ask us to assess whether we may be able to assist following a road traffic accident; or
• Ask us to introduce you to a repairer, recovery provider, replacement-vehicle provider, solicitor, claims specialist or another service provider.

Please read these terms carefully before using the website or requesting our assistance.

Submitting an enquiry does not automatically create a contract for accident-management, vehicle-hire, repair, recovery or legal services.

2. About Keystone

This website is operated by:

Keystone Accident Management Ltd
Unit 4, 53 Towers Road
Grays, Essex
RM17 6ST
United Kingdom

Company number: 17327148
Telephone: 020 3967 1999
Email: info@keystone-assist.co.uk
Website: www.keystone-assist.co.uk

In these terms, “Keystone”, “we”, “us” and “our” refer to Keystone Accident Management Ltd.

3. Our role

Keystone provides accident-support and coordination services and may introduce customers to independent specialist providers.

Depending on your circumstances, these providers may include:

• Accident-recovery operators;
• Vehicle-storage providers;
• Approved or specialist repairers;
• Vehicle engineers and assessors;
• Replacement-vehicle or credit-hire providers;
• Credit-repair providers;
• Insurers and insurance intermediaries;
• FCA-authorised claims specialists;
• Solicitors and legal-service providers;
• Medical experts and rehabilitation providers; and
• Other accident-related service providers.

Certain claims-management, legal, insurance or financial activities may only be carried out by appropriately authorised or regulated businesses. Where regulated advice or representation is needed, it will be provided by the relevant authorised partner under that partner’s own terms.

Keystone will tell you which organisation is expected to provide a service before you enter into a separate agreement with that organisation.

Unless we expressly confirm otherwise in writing, Keystone:

• Is not your insurer;
• Does not replace your motor-insurance policy;
• Does not guarantee that an insurer will admit liability;
• Does not provide legal advice;
• Does not determine compensation;
• Does not guarantee that costs will be recovered; and
• Does not guarantee the outcome or duration of a claim.

Claims-management companies operating in Great Britain may require FCA permission for regulated activities. FCA guidance on claims-management regulation.

4. No obligation to use Keystone

You are not required to use Keystone or any provider we introduce.

Following an accident, you may be able to:

• Claim under your own motor-insurance policy;
• Contact the other driver’s insurer directly;
• Arrange repairs or recovery independently;
• Instruct a solicitor of your own choosing;
• Make an eligible minor road-traffic injury claim through the Official Injury Claim service; or
• Take no action.

The FCA confirms that consumers can make personal-injury claims themselves without using a claims-management company. FCA consumer guidance.

You should consider the available options and decide which is most suitable for your circumstances.

5. Initial enquiries and eligibility assessments

Our initial telephone or online assessment is normally free and without obligation.

During the assessment, we may ask about:

• How and when the accident happened;
• The identity and insurance details of those involved;
• Whether liability is disputed;
• Whether the accident was reported to an insurer or the police;
• The condition and location of your vehicle;
• Whether your vehicle remains driveable;
• Your vehicle and insurance details;
• Whether you require a replacement vehicle;
• Whether anyone was injured; and
• Whether you suffered loss of earnings or other financial losses.

Any initial indication that your case appears eligible is provisional. Eligibility may change after further evidence is received or another party disputes the circumstances.

We and our partners may decline an enquiry where, for example:

• Responsibility for the accident is unclear or disputed;
• There is insufficient evidence;
• The other driver cannot be identified or is uninsured;
• The accident information is incomplete or inconsistent;
• The requested service is unavailable;
• The likely cost is disproportionate;
• You cannot meet the provider’s eligibility requirements;
• There is a conflict of interest;
• Fraud or misrepresentation is suspected; or
• Accepting the matter would breach a legal, regulatory or contractual obligation.

We are not required to provide a service merely because an enquiry was submitted.

6. Your responsibilities

You agree to:

• Provide complete, accurate and honest information;
• Tell us promptly if any information changes;
• Provide relevant documents and evidence when reasonably requested;
• Preserve photographs, videos, dashcam footage and correspondence;
• Cooperate reasonably with us and any provider you appoint;
• Read every agreement before signing it;
• Comply with the terms of any vehicle-hire, repair, recovery or legal agreement;
• Take reasonable steps to minimise your losses;
• Avoid incurring unnecessary or unreasonable costs;
• Notify us or the relevant provider if you no longer need a service;
• Return any replacement vehicle when instructed under the applicable agreement; and
• Inform the relevant provider immediately if liability is disputed or your insurer makes an offer.

You must not:

• Submit false, misleading or exaggerated information;
• Conceal information material to the accident or claim;
• Submit an enquiry without the affected person’s authority;
• Fabricate losses, injuries or evidence;
• Use a replacement vehicle contrary to its agreement;
• Arrange duplicate recovery, repair or vehicle-hire services without disclosure; or
• Use the website for unlawful, abusive or fraudulent purposes.

False or misleading information may result in services being withdrawn, agreements being terminated, costs becoming payable or the matter being reported to insurers, regulators or law-enforcement authorities.

7. “Non-fault” status

A “non-fault accident” generally means an accident in which another party is considered responsible and the associated reasonable costs are expected to be recoverable from that party or their insurer.

Describing an accident as “non-fault” on this website does not constitute a final legal or insurance determination.

Liability may be:

• Admitted;
• Disputed;
• Divided between two or more parties; or
• Reassessed when further evidence becomes available.

An accident may still be recorded on insurance databases even if you were not responsible. Whether it affects your premium or no-claims discount depends on your insurer, policy terms, recovery of costs and the circumstances of the claim.

Therefore, website references to protecting a no-claims bonus or avoiding an impact on insurance should be understood as applying only where the relevant conditions are met. Keystone cannot control how an insurer calculates future premiums.

8. “No cost” and “no excess” statements

References on the website to:

• “No cost to you”;
• “Nothing to pay”;
• “No excess”;
• “Eligible costs recovered from the at-fault insurer”; or
• Similar statements

apply only where:

• Your case satisfies the provider’s eligibility criteria;
• Liability and recovery prospects remain satisfactory;
• You comply with all applicable agreements;
• The costs are reasonable and recoverable;
• You provide truthful and complete information; and
• No exclusion or customer-liability provision applies.

These statements are not an unconditional guarantee that you could never become responsible for any cost.

Before signing any agreement, you must review:

• Who is responsible for the charges;
• The daily or total rate;
• What happens if liability is disputed;
• What happens if recovery from the other insurer is unsuccessful;
• Your cancellation rights;
• Your obligations to cooperate;
• Any insurance, excess or damage provisions; and
• Any circumstances in which payment could be requested from you.

9. Replacement vehicles and credit hire

A replacement vehicle may be supplied under a credit-hire agreement with an independent vehicle provider.

Credit hire is not necessarily the same as:

• A free courtesy car;
• A vehicle supplied under your motor-insurance policy; or
• An ordinary prepaid rental vehicle.

Under a credit-hire agreement, hire charges are usually deferred while the provider attempts to recover the reasonable charges from the responsible driver or their insurer.

The Financial Ombudsman Service warns that motorists who do not understand credit-hire risks may, in some circumstances, face substantial bills. Financial Ombudsman credit-hire warning.

Before accepting a vehicle, you should make sure you understand:

• The identity of the vehicle provider;
• The type of agreement being offered;
• The hire rate and estimated charges;
• Who is expected to pay;
• Whether you could become liable in any circumstances;
• What insurance applies;
• Any excess, deposit or damage liability;
• The permitted drivers and uses;
• Mileage or geographical restrictions;
• Your duty to cooperate with cost recovery;
• When the vehicle must be returned; and
• The cancellation and termination provisions.

Vehicle availability

A “like-for-like” replacement vehicle is subject to:

• Eligibility;
• Availability;
• Driver age and licence requirements;
• Insurance acceptance;
• Vehicle use;
• Location;
• Accident circumstances; and
• The supplier’s terms.

An identical make, model, specification, fuel type or transmission cannot be guaranteed. A suitable comparable vehicle may be offered instead.

Taxi and PCO vehicles

Replacement taxi, private-hire or PCO vehicles are additionally subject to:

• Local authority or licensing requirements;
• Insurer approval;
• Vehicle availability;
• Plating and operating requirements; and
• The hire provider’s specialist conditions.

Keystone cannot guarantee that every replacement vehicle will be immediately authorised for commercial use in every licensing area.

10. Vehicle recovery and storage

Recovery and storage services may be provided by independent operators.

You authorise the relevant provider to take reasonable steps necessary to:

• Recover the vehicle;
• Transport it to an appropriate location;
• Store it securely;
• Inspect or photograph it; and
• Release it to an authorised repairer, engineer, insurer or owner.

Recovery and storage costs may be pursued from the responsible party or insurer where recoverable.

You may become responsible for costs where this is stated in the applicable agreement, including where:

• Inaccurate information was provided;
• Liability or recovery prospects materially change;
• You unreasonably delay collection or authorisation;
• You instruct services that are not recoverable;
• You abandon the claim;
• You refuse reasonable cooperation; or
• The relevant provider’s agreement expressly makes you responsible.

Any such liability must be explained in the provider’s agreement.

You should remove valuable and personal belongings from the vehicle where safe and practical. Providers may not accept responsibility for items left inside unless required by law.

11. Vehicle inspections and repairs

Repairs may be carried out by independent repairers within a repair network.

Before repairs begin, you may be asked to sign a separate repair authorisation or credit-repair agreement.

Repair times are estimates and may be affected by:

• Engineer approval;
• Insurer decisions;
• Parts availability;
• Hidden or additional damage;
• Manufacturer requirements;
• Vehicle condition;
• Workshop capacity;
• Safety checks; and
• Events outside reasonable control.

We cannot guarantee a specific completion date.

Any repair warranty is provided by the repairing garage or relevant provider under its own terms.

Nothing in these terms removes your statutory right to expect consumer services to be performed with reasonable care and skill. This right is contained in section 49 of the Consumer Rights Act 2015. Consumer Rights Act 2015.

Total-loss vehicles

A vehicle may be treated as a total loss where repair is unsafe or uneconomical.

Any assessment of pre-accident value, salvage value or settlement is subject to evidence and agreement with the relevant insurer or provider. Keystone cannot guarantee a particular valuation or settlement amount.

12. Personal-injury and financial-loss claims

If you report an injury, loss of earnings or another financial loss, we may introduce you to an appropriately regulated solicitor or claims specialist.

That provider will:

• Decide whether it can accept your case;
• Explain its regulatory status;
• Provide its own terms of business;
• Explain any fees, deductions or insurance arrangements;
• Advise on limitation periods;
• Assess the evidence; and
• Manage any legal claim it accepts.

Keystone does not guarantee:

• That a legal provider will accept the case;
• That compensation will be recovered;
• The value of any compensation;
• How long the matter will take; or
• That every expense will be recoverable.

You are not required to instruct a provider we recommend and may choose your own solicitor.

13. Independent providers

Independent providers are responsible for performing the services they agree to supply.

Before using an independent provider, you may be required to accept separate terms covering:

• Fees and charges;
• Credit hire or credit repair;
• Vehicle use;
• Insurance and excesses;
• Repairs and warranties;
• Legal representation;
• Cancellation;
• Complaints; and
• Liability.

Those separate terms form a contract between you and the provider. If there is a conflict between these website terms and a provider’s service agreement, the provider’s agreement governs that particular service.

We select providers with reasonable care, but we do not control every operational decision made by an independent provider.

If a problem concerns an independent provider, you should raise it promptly with both Keystone and that provider.

14. Referral arrangements

Keystone may receive a commercial payment, referral fee or other benefit from a provider where legally permitted.

Where applicable, we will disclose the existence and nature of a relevant referral arrangement before passing your information to the provider or as otherwise required by law.

A referral arrangement does not increase your compensation entitlement and does not guarantee that a service is appropriate for your circumstances.

You may ask us for further information about a referral arrangement relating to your enquiry.

15. Starting services during a cancellation period

Where you enter into a qualifying service contract remotely or away from business premises, you may have a statutory 14-day cancellation period.

The cancellation period for many service contracts ends 14 days after the contract is entered into. Consumer Contracts Regulations 2013.

However:

• A separate provider’s cancellation terms will apply to its service;
• You may ask for urgent recovery, storage, hire or repair work to begin before the cancellation period ends;
• The provider may ask you to confirm that request expressly;
• If you cancel after requested work has started, you may have to pay a proportionate amount for services already supplied; and
• The cancellation right may end once a service has been fully performed, where the legal requirements are satisfied.

Submitting the website enquiry form alone does not normally commit you to a paid service.

To cancel an arrangement made directly with Keystone, contact:

Email: info@keystone-assist.co.uk
Telephone: 020 3967 1999

To cancel a third-party service, you must also contact the provider using the details in its agreement.

16. Communications and electronic documents

You agree that we may communicate with you using:

• Telephone;
• Email;
• SMS;
• Website live chat;
• WhatsApp; or
• Post.

You are responsible for ensuring that your contact details remain accurate and for checking messages sent to you.

Electronic signatures, confirmations and documents may be used where permitted by law. You should save a copy of every agreement and communication for your records.

Telephone calls may be recorded or monitored for training, quality, evidential and complaint-handling purposes.

17. Website information

We take reasonable care to keep website information accurate and current, but the content is general information rather than advice tailored to your circumstances.

Website content must not be treated as:

• Legal advice;
• Insurance advice;
• Financial advice;
• Medical advice;
• A vehicle-engineering assessment;
• Confirmation that liability has been admitted;
• A guarantee of eligibility;
• A guarantee of cost recovery; or
• A guarantee of compensation.

Service descriptions, vehicle images, timescales and examples are illustrative. Actual services depend on eligibility, availability, evidence and applicable provider terms.

18. Website availability

We do not guarantee that the website will always be available, uninterrupted, secure or free from errors.

We may:

• Suspend or restrict access;
• Change or remove content;
• Update the website;
• Correct errors; or
• Discontinue a feature without notice.

We are not responsible for losses caused solely by scheduled maintenance, internet failure or circumstances beyond our reasonable control, except where liability cannot legally be excluded.

19. Acceptable website use

You may use the website only for lawful personal or business-enquiry purposes.

You must not:

• Attempt unauthorised access;
• Introduce malware or harmful code;
• Interfere with website operation;
• Scrape or harvest personal information;
• Submit spam or automated enquiries;
• Impersonate another person;
• Use another person’s information without authority;
• Copy substantial parts of the website;
• Misuse our branding; or
• Use the website to facilitate fraud or another unlawful activity.

We may block access, preserve evidence or report suspected unlawful activity.

20. Intellectual property

Unless otherwise stated, the website and its content—including text, graphics, layout, photographs, logos, icons, software and branding—are owned by or licensed to Keystone.

You may view and print reasonable extracts for personal, non-commercial use.

You may not reproduce, republish, sell, license, modify or commercially exploit website content without prior written permission, except where permitted by law.

Third-party names, logos and trademarks belong to their respective owners.

21. Third-party websites

The website may contain links to third-party websites, platforms or services.

These links are provided for convenience and do not mean that we control or endorse all third-party content.

Third-party websites operate under their own terms and privacy policies. We are not responsible for their availability, security or content.

22. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:

• Death or personal injury caused by negligence;
• Fraud or fraudulent misrepresentation;
• Breach of statutory consumer rights; or
• Any other liability that cannot legally be excluded.

Subject to the above, Keystone is responsible for losses that are a reasonably foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for:

• Losses not caused by our breach;
• Unforeseeable losses;
• Information you provided inaccurately or incompletely;
• Decisions made by insurers, courts, police, regulators or independent providers;
• Failure by an at-fault party or insurer to admit liability or pay;
• Delays caused by parts shortages, inspections, insurers or third parties;
• Losses that you could reasonably have avoided;
• Business losses arising from personal use of the website; or
• The performance of a separately contracted independent provider, except where the law makes us responsible.

If you use our services wholly or mainly for business purposes, additional commercial terms may apply.

No term is intended to exclude your rights under the Consumer Rights Act 2015. Unfair consumer terms or notices are not binding under that Act. Consumer Rights Act—unfair terms.

23. Privacy and cookies

Our collection and use of personal information are explained in our:

• Privacy Policy; and
• Cookie Policy.

By submitting information, you confirm that the information is accurate and that you are authorised to provide it.

Where you provide information about another person, you must have an appropriate lawful reason and, where required, make that person aware of our Privacy Policy.

24. Complaints

If you are unhappy with Keystone’s service, contact:

Complaints Team
Keystone Accident Management Ltd
Unit 4, 53 Towers Road
Grays, Essex
RM17 6ST

Email: info@keystone-assist.co.uk
Telephone: 020 3967 1999

Please provide:

• Your name and contact details;
• Your claim or enquiry reference;
• A description of the complaint;
• Relevant dates and documents; and
• The outcome you are seeking.

We will acknowledge, investigate and respond to the complaint in accordance with our Complaints Procedure.

If the complaint concerns an FCA-authorised, SRA-regulated or other independent provider, we may refer you to that provider’s complaints process. Depending on the provider and service, you may also have the right to approach:

• The Financial Ombudsman Service;
• The Legal Ombudsman;
• The Solicitors Regulation Authority;
• The Financial Conduct Authority;
• Trading Standards; or
• Another applicable regulator or dispute-resolution body.

Eligibility for an external complaint scheme depends on the organisation and service involved.

25. Changes to these terms

We may update these terms to reflect changes in:

• Our services;
• Business arrangements;
• Applicable laws;
• Regulatory requirements; or
• Website functionality.

The latest version will be published on this page with the updated date.

Changes will not retrospectively remove rights already accrued under an existing contract.

26. Severability

If any provision of these terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in effect.

27. No waiver

If we delay enforcing a provision, this does not prevent us from enforcing it later.

A waiver is effective only if confirmed in writing and applies only to the matter for which it was given.

28. Third-party rights

Unless expressly stated otherwise, no person other than you and Keystone has the right to enforce these website terms under the Contracts (Rights of Third Parties) Act 1999.

This does not affect rights contained in a separate agreement with an independent provider.

29. Governing law and jurisdiction

These terms are governed by the laws of England and Wales.

If you are a consumer resident in another part of the United Kingdom, you retain any mandatory rights available under the laws of that part of the UK.

The courts of England and Wales will have jurisdiction, although a consumer may also be entitled to bring proceedings in the part of the UK where they live.

30. Contact us

Questions about these terms may be sent to:

Keystone Accident Management Ltd
Unit 4, 53 Towers Road
Grays, Essex
RM17 6ST

Telephone: 020 3967 1999
Email: info@keystone-assist.co.uk