Disputes & Complaints Policy

Cover Me Warranty Ltd

1. Our Commitment

Cover Me Warranty Ltd is committed to providing excellent service and resolving any disputes fairly, efficiently, and professionally. We take all complaints seriously and aim to resolve them to your satisfaction.

Cover Me Warranty Ltd (Company No. 16509552), trading as Cover Me Warranty (FRN: 1036767), is an Appointed Representative of Match Me Car Finance Ltd (FRN: 803714), which is authorised and regulated by the Financial Conduct Authority.

Important: We are appointed only to offer you credit options to fund your warranty plan. We are not a regulated insurance provider, and all warranty plans offered are discretionary and not regulated by the Financial Conduct Authority.

As a customer of a firm regulated by the FCA, you may still be entitled to refer your complaint to the Financial Ombudsman Service.

2. What Constitutes a Dispute

A dispute may arise from:

• Repair decisions or outcomes
• Warranty coverage interpretations
• Service quality issues
• Billing or payment concerns
• Cancellation or refund disagreements
• Communication problems
• Any other aspect of our service

3. How to Raise a Dispute

Step 1: Initial Contact

Please first speak to the team member handling your case. They may be able to resolve your concern immediately.

Step 2: Formal Complaint

If you're not satisfied with the initial resolution, you can escalate the matter formally:

Please include:

• Your vehicle registration number
• Full details of your complaint
• What outcome or resolution you are seeking

4. Our Complaints Process

Acknowledgment

We will acknowledge your complaint within 3 business days and issue you a reference number.

Investigation

We will:

• Review all relevant details and documentation
• Contact you if further information is required
• Keep you updated on our progress

Resolution Timeline

• Simple complaints: Resolved within 3 business days
• Complex complaints: Final response within 8 weeks
• Ongoing cases: Updates provided every 4 weeks

5. Final Response

Our final written response will include:

• A summary of your complaint
• The results of our investigation
• Our decision and reasoning
• Any proposed resolution or goodwill gesture
• Information on your right to escalate to the Financial Ombudsman Service

6. Financial Ombudsman Service (FOS)

If you are not satisfied with our final response, or if 8 weeks have passed without a resolution, you may refer your complaint to the Financial Ombudsman Service within 6 months of our final response.

The FOS is a free, independent service that resolves disputes between consumers and financial services firms.

7. Alternative Dispute Resolution

If you purchased your warranty online, you may also use the European Commission's Online Dispute Resolution (ODR) platform at:

https://ec.europa.eu/consumers/odr

However, we recommend contacting us directly first so we can try to resolve the matter with you personally.

8. Legal Rights

This disputes policy does not affect your statutory legal rights. You may seek independent legal advice or pursue court action at any time—though we encourage you to follow our complaints process first.

9. Continuous Improvement

We record, monitor, and analyse all complaints to identify trends and improve our products and services. Your feedback helps us build a better experience for all customers.

10. Contact Us