Complaints Policy

Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

Complaints Policy

Customer Complaints Procedure

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction. If you have a complaint about any aspect of our service, then we would like to hear from you.

How to tell us if you have a complaint.

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Our complaints contact details are:

T: 01202 618024
A: Clever Warranty, THIS WORKSPACE, 18 Albert Rd, Bournemouth BH1 1BZ

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

What we do if we receviece a complaint from you

Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler. We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

  1. Your case reference will be your name and registration number
  2. We will send you written acknowledgement within 5 working days
  3. We will make contact to seek clarification on any points where necessary
  4. We will conduct a thorough, internal investigation into your complaint but where relevant this could extend to third parties
  5. Keep you informed and fully updated regarding any progress
  6. Discuss with your our findings and proposed response
  7. Our aim will be to send you our final written response within ten working days but no later than eight weeks

Summary Resolution and Final Response

If we are able to investigate and resolve your complaint within 3 days, you will receive a summary resolution response from ourselves, which will detail our outcome and findings.

In the event our investigations take longer than 3 days, we will issue you a Final Response within the 8-week timescale. This will include detailed information of your complaint, our investigation and the resolution we have come to.

Closing a Complaint

We will consider a complaint closed when we have made our final response to you.