Footer UK File a Claim FAQ About Us Complaints CONTACT US - WE'RE HERE TO HELP 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. Footer UK File a Claim FAQ About Us Complaints Contact Us Terms and Conditions UK Tax Policy Privacy Policy Legal Notifications Anti Modern Slavery Policy x This website uses strictly necessary cookies so that you can use the website, so that you remain logged in, for example, when you switch between pages. If you stay on this website, you agree to our use of strictly necessary cookies. If you would like further information or would like to change your cookie settings, please read the section on cookies in our privacy policy. If you disable strictly necessary cookies, some functions on this site may not work. Please note that we do not use cookies that are not strictly necessary, such as cookies for analytics purposes. SquareTrade Limited is authorised and regulated by the Financial Conduct Authority under registered number 538538. SquareTrade Limited Registered in England No. 7165194.