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Complaints Handling Policy


Geek Squad Insurance from The Carphone Warehouse – Internal Insurance Complaint Handling Procedures


To comply with FCA regulations we are required to provide you with details of our internal insurance complaint handling procedures.


The Carphone Warehouse’s ethos in dealing with complaints is that wherever possible customers’ issues and complaints should be resolved at the first point of customer contact. However, we recognise that this is not always possible and the following process is designed to resolve customer complaints as swiftly as possible.


Can I make a complaint?


Any Geek Squad customer is able to make complaint. You are also able to submit a complaint if you have applied for Geek Squad insurance and your application has not been completed for any reason. If someone wishes to make a complaint on behalf of a customer we must ensure that he/she has explicit authority from the customer to do this before the complaint can be recorded, investigated and resolved on the customer’s behalf.


How do I make a complaint?


You can make a complaint -

By telephone to 0800 458 6117

Via the web, or

By letter to the Geek Squad Correspondence team:

Geek Squad

PO Box 358


SO10 2PJ


In order for us to comply with the Data Protection Act, please set out in your correspondence your name, date of birth, address and the policy number as shown on your Certificate of Insurance.


It is also recommended that customers contact their Network provider to bar their line, helping to prevent misuse of their mobile phone. They must also report the theft of the mobile phone to Police where a valid crime reference number must obtained. Claims for damage to the phone must be made in store within 60 days of discovering the damage - find your nearest store here.


How will my complaint be handled?


We will do our best to resolve your complaint as quickly as possible. If we cannot do this immediately, we will endeavour to acknowledge your complaint within 5 working days of receiving it and also keep you updated on progress during the investigation of your complaint. We will aim to resolve your complaint within two weeks. If this is not possible then we will write to you to keep you up to date with the progress of our investigation. In the unlikely event that your complaint has not been resolved within 8 weeks of the Customer Experience Team receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your complaint, we will confirm our response in writing.


What happens if I am still not happy?


If you are still not satisfied, you may be able to, within six months of the date of this letter, refer your insurance cover complaint to the Financial Ombudsman Service (FOS) at the following address:

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square


E14 9SR


Please note, the FOS is only able to consider complaints about financial services such as the insurance aspect of your complaint.