How do I make a complaint?
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You can submit a complaint by phone (0333 920 2202), email (complaints@warrantyx.uk), post, or through our online complaint form on the website. We recommend including as much detail as possible about your issue.
How quickly will my complaint be resolved?
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We aim to resolve all complaints within 14 days. For more complex issues, it may take longer, but we’ll keep you updated throughout the process and provide you with a timeframe for resolution.
What information should I include in my complaint?
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Please include your full name, contact details, warranty plan reference number, vehicle registration (if applicable), details of your complaint including dates of any relevant incidents, any supporting documentation, and how you would like us to resolve the matter.
Can someone else make a complaint on my behalf?
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Yes, but we’ll need your written permission before we can discuss your account with a third party. This is to protect your personal information and comply with data protection regulations.
What happens after I submit my complaint?
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After submitting your complaint, you’ll receive an acknowledgment within 1 working day. We’ll then investigate your concerns and provide a response explaining our findings and any actions we’re taking. If needed, we may contact you for additional information during this process.
What if I’m not satisfied with your response?
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If you’re not satisfied with our initial response, you can request that your complaint be escalated to our Customer Services Manager for review. If you remain unhappy after this, you may have the right to refer your complaint to an alternative dispute resolution (ADR) service.
Will making a complaint affect my warranty coverage?
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No, making a complaint will not affect your warranty coverage or how we handle any current or future claims. We value your feedback as it helps us improve our service for all customers.
I have a complaint about a recent repair, what should I do?
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If your complaint is specifically about a repair, please provide your repair reference number along with details of the issue. This will help us investigate more efficiently and liaise with the garage if necessary.
How do I check the status of my complaint?
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You can check the status of your complaint by contacting our customer service team with your complaint reference number. We’ll provide you with an update on the progress of your complaint and when you can expect a resolution.
