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Complaints Handling Procedure

What we promise you

SquareTrade Limited (SquareTrade) aims to provide the highest quality of service to our customers at all times. We understand that things don’t always go to plan and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right quickly and fairly.

SquareTrade is authorised and regulated by the Financial Conduct Authority and any complaints received is managed in accordance with regulatory requirements.

SquareTrade is an insurance intermediary and also has delegated authority to handle complaints on behalf of the Insurer (Starr Europe Insurance Limited).

How to complain:

If you are dissatisfied with any aspect of the sale or handling of your insurance, we would ask you to contact the department concerned in the first instance. If you remain unhappy and feel the matter has not been resolved to your satisfaction, you may refer a complaint to us at any time through one of the following channels:

  • By telephone: 0131 203 3074, lines are open from 8am to 9pm Monday – Friday, 9am - 6pm Saturday - Sunday.
  • By email: complaints@squaretrade.co.uk
  • In writing:   Director - Customer Experience & Service
                       SquareTrade Limited
                       2nd Floor
                       5 Golden Square
                       London
                       W1F 9BS
                       United Kingdom
  • In store or online: where you purchased your insurance.

Please include the following information to assist SquareTrade to investigate your complaint:

  • Your full name and postal address
  • A description of your complaint
  • The best way for us to contact you
  • Your SquareTrade Protection Plan number if you have it

What happens next?

Our highly trained and dedicated staff will support you throughout the process and will aim to resolve most complaints within three business days, following receipt of your complaint.

Within 3 business days
We aim to send out a written Summary Resolution Communication (SRC) to you if the complaint is resolved to your satisfaction. We will also provide contact details for the Financial Ombudsman Service (FOS) should you be unhappy with the resolution.

Within 5 days
Where we haven’t been able to issue an SRC, we will acknowledge your complaint and tell you who will be dealing with your complaint.

Within 4 weeks
We will either:

  • send a final response to your complaint and explain how we have reached this decision;
  • or update you on the progress of your complaint to date.

By end of 8 weeks
We will send you our written Final Response to your complaint and explain either:

  • how we have investigated and reached this decision; or
  • explain why we still have not been able to provide our response to your complaint.

In both cases, we will provide you with the details of how you can contact the Financial Ombudsman Service if you remain unhappy with our response. Please note that while our Final Response ends SquareTrade’s complaints procedure, SquareTrade will co-operate fully with the Financial Ombudsman Service if you choose to refer the matter to them.

Independent Review
If you aren't satisfied with our final response, or our reason for why we have still not been able to provide our response to your complaint, you can ask the Financial Ombudsman Service to review your complaint. This is a free and independent complaint resolution service and you have six months from the date of our final response to contact them. Referring your case to the Financial Ombudsman Service will not affect your legal rights.

The Financial Ombudsman Service will only consider your complaint once you've tried to resolve it with us, so please let us know of any problems first, and we'll do all that we can to help.

Their contact details are:

Phone: 0800 0234 567 or 0300 1239 123

email: complaint.info@financial-ombudsman.org.uk

Post: The Financial Ombudsman Service
         Exchange Tower
         London
         E14 9SR

Website: www.financial-ombudsman.org.uk

Please find the latest FCA Complaints reportable data here.