Complaints Procedure

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:

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

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

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

Further Support

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

Citizens Advice

Telephone: 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.