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, Friday 8:30am to 6:00pm and 9:00am to 4:00pm Saturday (call 0800 097 8839).
Claims engineers are available from 9:00am to 6:00pm Monday to Friday and Saturday 9:00am to 12:30pm (call 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 We will aim to respond to you the same day but in any case within 24 hours.
If any members of the press would like further information regarding Warranty Direct, please contact: Andy Bothwell
Our full postal address is:
Warranty Direct Ltd
20 Broad Street Mall
A1 Barnet Way
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
20 Broad Street Mall
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.
Please click here to view our Complaints Publication Report
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
This cover is governed by English law. Any legal proceedings will be held in the courts of England and Wales unless you live in Scotland or Northern Ireland, in which case you will be entitled 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.