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Contact Us

We hope that you will find our site easy to use. However, if for any reason you wish to speak with us, please call one of the telephone numbers shown below.

For general enquiries call 0800 097 8838
(Available from 8.30am to 6.00pm Monday to Friday and 9am to 4pm Saturday)

For claims please call 0330 123 3960
(Available from 08.30 to 18.00 Monday to Friday, 09.00 to 12.30 Saturday)

If you would prefer to contact us via email at:
gapcoverinsurance@warrantydirect.co.uk

For press & media enquires please email us at:
marketing@warrantydirect.co.uk

Our full correspondence address is:

Warranty Direct
Fourth Floor
Fountain House
2 Queens Walk
Reading
Berkshire
RG1 7QF

Complaints Procedure

If you have a complaint about any of our services, please let us know so that we have the opportunity to investigate the problem and put things right. You should first send your complaints to the address below or alternatively, you can email us at complaints@warrantydirect.co.uk or telephone 0800 097 8838

Customer Relations

Warranty Direct Fourth Floor
Fountain House
2 Queens Walk
Reading
Berkshire
RG1 7QF

Registered in England & Wales No. 3233010

We will keep you informed in line with the following service standards.

  1. We will return your phone calls within two working days.
  2. When we receive your complaint, we will usually acknowledge this in writing on the same day, but in any case within five working days. The acknowledgement will include the relevant complaint handler's details and a copy of these procedures.
  3. Within four weeks of receiving your complaint, we will send you:
    1. final response
      or
    2. holding response, which will explain why we cannot yet settle your complaint, and will give you a date by which we will contact you again. You will receive a final response or another holding response within a further four weeks.

If we are unable to respond to your complaint within eight weeks or the matter is still not resolved to your satisfaction you have the right to refer your complaint to the Financial Ombudsman Service but must do so within 6 months of the date of our final decision letter.

If you refer your complaint outside of this 6 month time frame, the Financial Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example if the Ombudsman believes that the delay was as a result of exceptional circumstances.

The Financial Ombudsman Service

ExchangeTower,
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4 567 (free if calling from a fixed line) or 0300 123 9 123
There are some instances when the FOS cannot consider complaints. This procedure will not prejudice your right to take legal proceedings.

We always try to resolve any complaint to put things right. However, if you have already contacted us and we have not resolved your complaint to your satisfaction, you may wish to use the European Commission's OnlineDispute Resolution service. This is an online portal designed to help consumers who have bought goods or services online to conduct dispute resolution.

GAP Cover insurance policies are arranged and administered by BNP Paribas Cardif Limited, trading as Warranty Direct. BNP Paribas Cardif Limited is a company, registered in England and Wales No. 3233010 at Pinnacle House, A1 Barnet Way, Borehamwood, Herts, WD6 2XX and is authorised and regulated by the Financial Conduct Authority, Register No.309075

GAP Cover Insurance policies are underwritten by Pinnacle Insurance plc who are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Register No.110866