Green deal - Company asking for unnecessary details

Based on resolver’s experience to date, it has been known for warranty or guarantee providers to try and deter you from making a claim by bombarding you with questions about the claim.

If this has happened to you, you should firstly read the terms and conditions of the guarantee or warranty where the information you need to provide should be made clear. This could include receipts, details of the fault and the time, date and place of purchase. If you feel that you are being asked questions that are irrelevant and not listed in your contract, you should ask for the company’s complaints procedure and follow it accordingly. It is sometimes worth talking to the Green Deal provider directly, as they may be happy to take this up for you.

It is extremely frustrating when you are asked seemingly irrelevant questions when trying to make a claim under your warranty or guarantee.

There is a Code of Practice which sets out requirements designed to ensure that all Green Deal Participants and Certification Bodies:

• operate fairly and transparently;

• deliver good customer service;

• have appropriate levels of training;

• and provide appropriate redress mechanisms for customers.

Green Deal Participants and Certification Bodies must ensure that a copy of this Code of Practice is made available, free of charge, to anyone who requests it. This should help you to understand your specific rights if something goes wrong.

A copy can be found here: