If you're happy, inform a friend - if you're not inform us!
Please give Warrantywise the opportunity to make ammends where they have not met with your expectations.
If you are still not satisfied you can follow the complaints procedure set out below - but before you do, you can always contact me: quentinwillson@warrantywise.co.uk
Communication
If we need to request more information from you, we will explain to you why this is necessary.
If there any undisputed amounts due under the policy, we will pay them promptly and this will not affect your complaint.
If we need to take action to resolve the problem, we will let you know what action we propose to take and keep you informed of any developments. We will give you clear, written explanations for any actions we take.
We will return you phone calls asap and within one working day.
We will acknowledge receipt of your complaint on the same day and will include details of the person who is dealing with your complaint together with a copy of the complaints procedure.
Within 5 days of receipt of your complaint, we will send you, either our final reply or an interim reply explaining why we haven't yet been able to resolve your complaint. In the case of the interim reply, we will also indicate a date by which we will contact you again.
Within a further two weeks, you will receive either our final reply or another interim reply.
Our final reply will include written details of the next stage of the complaints procedure.
Our Promise of Good Service
Warrantywise will make every effort to provide you with the highest standards of service. If on any occasion our service falls below the standard You would expect us to meet and you wish to complain, the procedure below explains what you should do:
Firstly, please telephone Warrantywise on 0800 169 7880 and request to speak to the Customer Services Manager and explain your complaint. Warrantywise will endeavour to sort out matters over the phone.
If your complaint cannot be addressed fully over the phone please write to: The Customer Services Manager, Warrantywise, Ribble Court, 1 Mead Way, Shuttleworth Mead Business Park, Padiham BB12 7NG or you can Email Warrantywise Customer Services at: info@warrantywise.co.uk. Include your own personal details, your Policy number together with the details of your vehicle and of your complaint. Warrantywise will attend to your complaint and write back to confirm our Customer Services Manager's findings as soon as is practicable, usually within 5 days.
If you are still not completely satisfied you can write to our Lloyd's Syndicate Underwriter at: Complaints Department, Cassidy Davis, 4th Floor, 50 Fenchurch Street, London, EC3M 3JY.
If, for any reason your complaint has not been addressed to your complete satisfaction you can write to: Complaints Department, Lloyd's, One Lime Street, London, EC3M 7HA.
Should you still remain dissatisfied you have the right to ask the Financial Ombudsman Service to review your case. The right to apply to the Ombudsman must be exercised within six months of the date of any previous decision. Write to: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.
NB: The above procedures are set out in order of action and are in addition to your legal rights.
