Complaints Procedure

We want to put things right

We are sorry if you are unhappy with any part of our service, warranty administration, or how we have handled your claim or enquiry. We will investigate your complaint fairly, keep you informed, and explain our decision in clear language.

What happens next

1. We will acknowledge your complaint within 5 working days. We will confirm that we have received it and give you a reference where possible.
2. We will investigate. The person handling your complaint may ask for further information or documents so that we can understand what happened.
3. We will keep you updated. If we need more time, we will explain why and tell you when you can expect our next update.
4. We aim to send our final response within 8 weeks of receiving your complaint. Our response will explain the outcome and any action we will take.

If you are still unhappy

If you do not agree with our response, please ask for your complaint to be escalated for a senior review. A manager who was not responsible for the original decision will review the case where possible.

If your complaint remains unresolved after our internal process, you may be able to refer it to an independent alternative dispute resolution (ADR) or ombudsman body, where eligible. We will tell you the appropriate independent route, whether we are able to take part, and how to contact that body in our final response.

Using this procedure does not affect your right to take independent advice or pursue any legal rights you may have.

Help us investigate

To help us resolve your complaint promptly, please keep copies of relevant emails, invoices, photographs, claim documents, or notes of conversations. Let us know if you need information in an alternative format or need reasonable adjustments when communicating with us.