Windows - Company asking for unnecessary details

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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 trader where you bought the goods, 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. Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your insurer, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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