Disputes & Complaints Policy

1. Our Commitment

DriveSafe 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.

DriveSafe Warranty Ltd is a private limited company registered in England and Wales, incorporated on 22 November 2025.

Registered Office:
DriveSafe Warranty Ltd, 135 Park Road, Peterborough, England, PE1 2UD

Website: https://drivesafewarranty.co.uk/
Email: info@drivesafewarranty.co.uk
Phone: 01375 470 585

Important: All warranty plans are discretionary products, not insurance policies, and are not regulated by the Financial Conduct Authority (FCA). This means complaints about warranty claims cannot be referred to the FCA or the Financial Ombudsman Service (FOS). If you financed your warranty through a regulated credit provider, complaints about the finance agreement itself can be directed to that provider.

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:

Email: complaints@drivesafewarranty.co.uk
Phone: 01375 470 585 (ask for the Complaints Team)
Post: Complaints Team, DriveSafe Warranty Ltd, 135 Park Road, Peterborough, England, PE1 2UD

Please include:

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

4. Our Complaints Process

Acknowledgment

We will acknowledge your complaint within 5 business days and issue a reference number.

Investigation

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