Complaints Process Overview
We take complaints about us, our staff, engineers, affiliates and partners very seriously, therefore we have designed as consistent process to ensure all customers are treated fairly.
WarmBox Limited and WarmBox Protect Limited’s complaints handling policy and procedure meets the requirements of all regulators including the financial ombudsman service (FOS)
WarmBox is committed to delivering a transparent process to ensure a satisfactory outcome for the customer and to help improve our services and offerings.
Complaints Procedure
1: Raising a complaint
Warm Box is a company that works with many different third parties. So, the process of identifying how we handle the complaint starts with working out if the complaint is about our practices or the practices of one of our partners, or affiliates.
To name a few, we currently outsource:
- Repairs, servicing, installations, finance agreements and insurance claims are all outsourced to third part claims providers.
- If the complaint is about an insurance policy or claim, then as the terms are normally written by an underwriter, we don't have much influence about the terms.
- If the complaint is about a finance package, then as the packages are provided by the finance provider, we don't have much influence about them.
Because of this, a complaint isn't as simple as ensuring our internal staff have followed processes, but instead when a complaint has been raised, we must find out who the complaint involves. It could be that you're not happy with a third-party claim’s administrator, or even a bit of our marketing or sales services. This means we raise a complaint with those companies as well. Either way, we're here to help you get the outcome you deserve.
In the first instance please contact;
For any complaint about the sale of an insurance policy
Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.
WarmBox Protect Limited
WarmBox Limited
Bayside Business Center
Sovereign Business Park
Poole
BH15 3TB
Email: [email protected]
Telephone: 020 3515 2315
For complaints regarding the sale or administration of a boiler service, repair or installation:
WarmBox Limited
Bayside Business Centre
Sovereign Business Park
Poole
BH15 3TB
Email: [email protected]
Telephone: 020 3515 2315
For complaints regarding a finance package
Please use the below link to view Vendigo’s complaints policy.
https://www.vendigo.com/docs/complaints-handling-procedure/
For any complaint about any claim under a boiler or home emergency insurance policy.
Please check your policy documents to ensure this is a regulated product and also ensure your policy number is quoted in all correspondence to assist a quick and efficient response.
ES Risks or underwriter??
2: Finding a resolution
Once we have found out what the complaint is about and investigated whether the complaint is about us, or one of our third parties. Our aim is to then come to a resolution that you're happy with. We aim to acknowledge any formal complaint within 7 days and issue a final response within 8 weeks.
3: Your right to take it further.
In some instances, a customer may still not be happy, in which case they can get free and impartial advice from:
Non-regulated services – Including boiler servicing, annual servicing packages, product installations or repairs.
England and Wales
Contact Citizens Advice.
Citizens Advice
Telephone: 0808 223 1133
Welsh language: 0808 223 1144
Monday to Friday, 9am to 5pm
Scotland
Contact Advice Direct Scotland.
Advice Direct Scotland
Telephone: 0808 164 6000
Monday to Friday, 9am to 5pm
Northern Ireland
Contact Consumerline.
Consumerline
Telephone: 0300 123 6262
Monday to Thursday, 9am to 5pm
Friday, 9am to 4pm
For regulated activities such as insurance claims and finance agreements:
If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service for any insurance related complaints. This may also apply if you are insured in a business capacity.
You may contact the Financial Ombudsman Service at:
The Financial Ombudsman Service, Exchange Tower,
London,
E14 9SR.
Tel: 0300 123 9 123
Email: [email protected]
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.