We're so sorry to hear that you're not happy with the service that we've provided. On this page you'll find everything you need to know about our complaints policy and how we'll work to resolve your issue(s).
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Last updated - 18/10/2022
A complaint is any form of contact from a customer, a person authorised by a customer to communicate on their behalf, or a potential customer who is not satisfied with our service.
If you have a complaint about any part of our service, we want to hear from you so that we can put things right:
Online: Click here to visit complaints
Call us: 0203 953 6001
Email us: email@example.com
Write to us
Appliance Sure Ltd
2nd Floor Melrose House
42 Dingwall Road
Should Appliance Sure receive a complaint, we will log it within our Complaints System. You will receive confirmation via email (if no email address has been provided we will phone you) that your complaint has been logged.
One of our Customer Service advisors will correlate any information required to investigate your complaint. Upon completion of the investigation we will provide a written response to your complaint within 4 working weeks from receiving the complaint. We may need to telephone you during this period to aid with our investigation.
The written response will include:
Appliance Sure will require you to provide acknowledgement and acceptance of the final response where upon we will consider the matter closed in full and final settlement. At this point, if applicable, any refund(s) and/or compensation will be paid by Appliance Sure to you.
If you have received our written response and have not responded to Appliance Sure within 4 weeks of receipt, we will consider the complaint closed with full and final settlement having been achieved.
Should any refund(s) and/or compensation be due as a result of a complaint, they will be made payable to the policy title holder only and can not be appointed as payable to another party. These monies will be paid via BACs transfer only.
If during the course of the complaints procedure and/or prior to the complaints procedure starting you or another party associated with you leave a negative review of Appliance Sure on a public facing forum, any refund/s and or compensation will be reduced by the sum of £200.00. Appliance Sure understand that by making a complaint, we have your tacit agreement to this point. Appliance Sure will consider any negative review in a public forum as damages to Appliance Sure’s reputation and public persona. Should any negative review be left after completion of the Complaints Procedure whereupon refund(s) and/or compensation may have been paid to you, we reserve the right to commence actions to reclaim, up to the sum of £200.00 from any monies you have received.
By making a complaint, you agree to:
Appliance Sure will not acknowledge that a complaint has been made, when the complaint has been recorded by a party other than:
Any scenario other than the ones listed above will result in the complaint being immediately closed.
Citizens Advice Bureau offers an impartial advice service that is free to use. If you are dissatisfied with any outcomes from your complaint and or would like to seek free advice on services Appliance Sure has provided to you before and or after making a complaint, you can refer the matter to the Citizens Advice Bureau. The contact details for Citizens Advice Bureau are:
Citizens Advice Bureau
3rd Floor North
Registered charity number: 279057
Nothing aforementioned within this Complaints Policy will supersede and or contradict Appliance Sure’s: