Hello, my name is XXXXX XXXXX it is my pleasure to assist you with your question today. Have you checked if they have a complaints policy and if so have you tried to follow it?
As far as I understand there is no complaints policy. The 'terms and conditions' has a contact procedure to write to the Customer Care Manager,CWS appliance Care Ltd.,17, Buckingham Road, Worthing,West Sussex BN11 1TH. tel. XXXXXXXXXXX This I did on 23rd April. Still no reply.
Thank you. Just a quick search reveals that they are a rather poorly-run company with plenty of negative reviews and unhappy customers so it appears you are just another in a long queue of complaints. The company itself is quite new (formed less than a year ago with a website only working since Nov 2013) so to have that many bad reviews in such a short period of time is never a good sign.
The company is run by a sole director named Vincent Saunders, who is also a director of several other companies, including a number of other domestic/appliance cover businesses (CML Appliance Cover Ltd, Domestic Cover UK Ltd and Domesticare UK Ltd).
From checking their website there is nothing to suggest a formal complaints procedure or any sort of contact information apart from their phone number so the T&Cs you have would appear to contain all that information. Assuming you have now followed what is expected of you, the next step is to consider how far you actually wish to take this.
The company’s breach to honour its contractual obligations to you would make it in breach of contract. You could therefore consider pursuing it for breach of contract and seek compensation for any losses incurred as a result. It is recommended that the process follows these steps:
Whatever correspondence is sent, it is always advisable to keep copies and use recorded delivery so that there is proof of delivery and a paper trail. The court may need to refer to these if it gets that far.