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At Warranty Direct Ltd, we are committed to providing the very best possible service. However, we understand there may be times when we do not meet your expectations. We would like all our customers to inform us should they feel unhappy. We believe handling complaints provides us an excellent opportunity to improve our service.
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:
Warranty Direct Limited
2 Queens Walk
Alternatively, you can email us at: firstname.lastname@example.org or, telephone 0800 731 7001.
A complaint handler will investigate your complaint. They will not have been directly involved in the issue you are complaining about.
We will keep you informed in line with the following service standards.
If we are unable to respond to your complaint within eight weeks or the matter is still not resolved to your satisfaction you have the right to refer your complaint to the Financial Ombudsman Service but must do so within 6 months of the date of our final decision letter.
If you refer your complaint outside of this 6 month time frame, the Financial Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example if the Ombudsman believes that the delay was as a result of exceptional circumstances.
The Financial Ombudsman Service
London E14 9SR
Telephone: 0800 023 4 567 (free if calling from a fixed line) or 0300 123 9 123
There are some instances when the FOS cannot consider complaints. This procedure will not prejudice your right to take legal proceedings.
Online dispute resolution
We always try to resolve any complaint to put things right. However, if you have already contacted us and we have not resolved your complaint to your satisfaction, you may wish to use the European Commission's Online Dispute Resolution service. This is an online portal designed to help consumers who have bought goods or services online to conduct dispute resolution.