We hope that you will find our site easy to use. However, if for any reason you wish to speak to someone in person, then please call our customer advisors.
We are open for general enquiries from 8.30am to 8.00pm Monday to Thursday, 8.30am to 6:00pm Friday and 9am to 4pm Saturday (call 0800 731 7001.) Claims engineers are available from 8.30am to 6.00pm Monday to Friday and 9.00am to 12.30pm Saturday (0330 123 3960.) Telephone calls may be monitored and recorded with the aim of improving our service.
If you wish to contact us by email, our address is firstname.lastname@example.org
If any members of the press would like further information regarding
please contact: Andy Bothwell
If you have a complaint about any of our services, please let us know so that we have the opportunity to investigate the problem and put things right. You should first send your complaint to:
A complaint handler will investigate your complaint. They will not have been directly involved in the issue you are complaining about.
1 If we need to ask you for more information, we will tell you why this is necessary.
2 If we need to take action to settle the problem, we will tell you what action we will take and keep you up to date with any developments.
3 We will give you a clear written explanation for our action. If we need to pay any undisputed amount due under the policy, we will do this quickly and this will not affect your complaint.
4 We will issue our final response.
We will keep you informed in line with the following service standards.
1 We will return your phone calls within two working days.
2 When we receive your complaint, we will usually acknowledge this in writing on the same day, but in any case within five working days. The acknowledgement will include the relevant complaint handler's details and a copy of these procedures.
3 Within four weeks of receiving your complaint, they will send you a:
• final response; or
• holding response, which will explain why we cannot yet settle your complaint, and will give you a date by which we will contact you again. You will receive a final response or another holding response within a further four weeks.
If the matter is still not resolved to your satisfaction you have the right to refer your complaint to:
The Financial Ombudsman Service
There are some instances when the FOS cannot consider complaints. This procedure will not prejudice your right to take legal proceedings.
We are covered by the Financial Services Compensation Scheme (the Scheme). You may be entitled to compensation from the Scheme if we cannot meet our obligations. Further information about compensation arrangements is available from the Financial Services Compensation Scheme, telephone number 020 7741 4100 or www.fscs.org.uk
The parties to this contract are free to choose the law applicable to it. If you live in Scotland, Northern Ireland, the Channel Islands or the Isle of Man you may choose to commence legal proceedings in your local courts. In any other cases unless there is agreement to the contrary English law will apply.
Data Protection Act 1998
We will keep any personal information you give us, in line with the Data Protection Act 1998, for the purpose of providing insurance and handling claims. This may mean passing the information to third parties.
We have the type of cover that suits you.
* Warranty Direct covers the cost of mechanical or electrical failure. Wear and tear to a covered part and damage to an insured part by an uninsured part is also covered.more