WarmBox Complaints Procedure

Version: 1.3

Our Commitment

At WarmBox, we are committed to delivering a high standard of service. However, we recognise that things can occasionally go wrong.

When they do, we aim to:

• Make it simple to raise a complaint
• Investigate concerns fairly and efficiently
• Keep customers informed throughout
• Resolve issues as quickly as possible
• Use feedback to improve our service

What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

• Customer service
• Repairs or engineer attendance
• Delays or missed appointments
• Communication
• Membership or account administration
• Billing or payments
• Claims handling
• Service quality

How to Make a Complaint

Customers can contact us using the following methods:

Telephone
0203 161 4195

Email
[email protected]

Post
WarmBox
200 Brook Drive
Green Park
Reading
Berkshire
RG2 6UB

Our Complaints Process

Stage 1 – Acknowledgement

Once a complaint is received, we will:

• Acknowledge receipt within 5 working days
• Log the complaint on our internal system
• Assign a handler to investigate

Where possible, we aim to resolve complaints at the first point of contact.

Stage 2 – Investigation

We will carry out a fair and thorough investigation, which may include:

• Reviewing call recordings and correspondence
• Reviewing engineer reports, job notes, and photographs
• Reviewing account activity
• Contacting third-party engineers, suppliers, or partners
• Requesting additional information from the customer

Third-Party Involvement

Where a complaint relates to a sales partner, introducer, or engineer network, we may:

• Share the complaint details with the relevant third party
• Request their input or investigation
• In some cases, pass the complaint to them directly to respond and resolve, where they are responsible for the service provided

WarmBox will remain responsible for ensuring the complaint is handled appropriately and will continue to oversee the process.

Stage 3 – Resolution

We aim to provide a full response within 10 working days.

If additional time is required, for example while awaiting third-party information, we will keep the customer updated.

Outcomes may include:

• Explanation of events
• Apology
• Corrective action
• Reattendance or repair
• Refund or goodwill gesture, where appropriate

Stage 4 – Final Response

If the complaint cannot be resolved immediately, we will issue a Final Response, outlining:

• Our findings
• Any actions taken
• Our final position

Further Support

If a customer remains dissatisfied after receiving our Final Response, they can seek independent advice from:

Citizens Advice
0800 144 8848

Citizens Advice can provide free, impartial guidance on consumer rights and next steps.

Vulnerable Customers

We are committed to supporting vulnerable customers. Where identified, we will:

• Adapt our communication methods
• Provide additional time and support
• Ensure fair and sensitive handling

Monitoring & Improvement

All complaints are recorded and reviewed to:

• Identify recurring issues
• Improve service delivery
• Monitor partner and engineer performance
• Support staff training

Data Protection

All complaints will be handled in accordance with the UK GDPR and Data Protection Act 2018.

Contact Details

WarmBox
200 Brook Drive
Green Park
Reading
Berkshire
RG2 6UB

Telephone: 0203 161 4195
Email: [email protected]