Complaints Policy

Always ensure the warranty you buy is Insurance Backed!

    Authorised and Regulated

    •  Fully insured
    •  Authorised and Regulated by the FCA
    •  Protection of the Financial Ombudsman Service
    •  Protection of the Financial Services Compensation Scheme
    •  In the event of any dissatisfaction the Financial Ombudsman has the final say

    Click4Warranty Complaint Process

    If you feel we haven't provided the service you expect, first of all we will try to put things right straight away.  However, as an authorised and regulated Financial Conduct Authority (FCA) provider, all our policies are insurance backed giving you the additional protection of the Financial Ombudsman Service (FOS).  The Ombudsman has the final say, not us, and we must abide by their decision.

    The Click4Group is committed to providing a high-quality service to everyone we deal with.  In order to do this we need you to give us any comments about our service and, if you tell us when we get things wrong, we will work to resolve your complaint as quickly as possible.

    A complaint is an expression of dissatisfaction, whether ultimately justified or not, and we treat any expression of dissatisfaction with our service as cause for a response as a complaint.  We listen to your comments, treat them seriously, and learn from them so that we can continuously improve our service.

    Who Handles Your Complaint

    The Click4Warranty Claims Department handle all aspects of claims on your policy, this is managed by the policy administrator Autoprotect (MBI) Limited.

    The Click4Warranty Customer Service Department oversee the purchase process, policy amendments and policy terms and address any concerns in relation to policy amendments; terms; the behaviour of Click4Warranty customer service consultants; any action or lack of action by Click4Warranty customer service consultants affecting an individual.

    What Happens If We Receive A Complaint

    If your concerns relate to a Click4Warranty claim or the handling of a Click4Warranty claim, we will acknowledge receipt by email within five business days of receiving it, advising you that, as it is in relation to a claim, it has been forwarded to the Claims Department who will contact you directly.

    If your concerns relate to the Click4Warranty purchase process, Click4Warranty policy amendments, Click4Warranty policy terms, the behaviour of Click4Warranty customer service consultants or any action or lack of action by Click4Warranty customer service consultants affecting an individual, we will acknowledging receipt of your complaint by email or letter within five business days of receiving it, advising you of the name of the person who will be dealing with your complaint and enclosing a copy of this procedure.

    We will retrieve all the necessary documentation relevant to your account, from our files and systems. These documents will be read and considered, in conjunction with your comments.

    We Respond Quickly

    We will endeavour to respond to and resolve your concerns as soon as possible.  However, we may need to carry out further internal investigations; if these are required we will send you a notice of this and a timescale for when we will correspond further, which will be no more than 4 weeks from the receipt of your correspondence.  In the unlikely event that our investigations require longer than 4 weeks to complete, we will write to you to explain why we are not yet in a position to respond and indicate when we will make further contact (this must be within 8 weeks of the receipt of the original correspondence).

    If after 8 weeks we are still not in a position to make a response, we will write to you and give reasons for the delay and an indication when we expect to provide a full and final response. At this point we will include details of the Financial Ombudsman Service, who you can refer your complaint to if you wish.

    Once our investigations are complete we will write to you with our response.

    Where circumstances require, and we believe we have fully addressed your concerns, we will issue a further reply with our final response.

    What Happens If You Disagree With Our Decision

    If you remain dissatisfied with our final response, you may refer the complaint to the Financial Ombudsman Service and that you must do so within 6 months from the date of the final response.

    We will consider a complaint closed when we have sent you a final response, unless you advise us the the information is incorrect, inaccurate, if you have any additional information you would like us to take into account or refer your complaint to the Financial Ombudsman Service.  For your information The Financial Ombudsman Service can be contacted in writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR