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Complaints

Feeling let down? Let us put it right.

 

If you’re not happy with our service, first of all, let us say sorry. We want to put things right for you, and this page will point you in the right direction.

By email

 

If it’s easiest for you to email, do it right here. We’ll get back to you as soon as we can.

 

Over the phone

 

If you’d rather speak to us, we’d love to hear from you. Take a look at the list below, and call the number which applies to your complaint. Let’s get this thing sorted once and for all.

 

For any complaint that's NOT about insurance, call 0370 111 6565

For Team Knowhow Mobile Complete Insurance complaints, call 0800 049 0221^

For Geek Squad Insurance complaints, call 0370 111 6565^

For Phone Care Insurance complaints, call 0800 049 6193^

 

By post

 

You may prefer to write to us.

 

For any complaint that's not about insurance, write to The Carphone Warehouse, PO Box 375, Southampton, SO30 2PU

 

For Team Knowhow Mobile Complete Insurance complaints, write to Team Knowhow, PO Box 358, Southampton, SO30 2PJ

For Geek Squad insurance complaints, write to The Geek Squad, PO Box 358, Southampton, SO30 2PJ

For Phone Care insurance complaints, write to The Carphone Warehouse, PO Box 358, Southampton, SO30 2PJ

 

In person

 

Pay us a visit! Pop into your local Carphone Warehouse store, and we’ll see what we can do to put things right. Use our handy store locator to see where your nearest store is.

 

How are we doing?

 

When it comes to our complaints data (how many we get, how many we resolve… that sort of thing), we like to put it all out there. We won’t hide. To stay true to our word, the table below shows how we did between 1 May 2017 and 30 October 2017. We also sent this data to the Financial Conduct Authority (FCA).

 

Number of complaints opened by volume of business
Product / service grouping Provision (at reporting period end) Intermediation (at reporting period end) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Insurance and pure protection 2.45 919 1006 58% 42% 61% General admin / customer service

For every 1000 insurance sales, we received only 2.4 complaints.

We agreed in whole, or in part, with three out of five of the complaints made to us.

Every single complaint was resolved within eight weeks.

 

If you fancy some light reading, our complaints policy is right here

 

And if you have a specific question, you may find the answer here, along with a whole load of other useful information.

 

Notes

For every 1000 insurance sales, we received only 2.4 complaints.

We agreed in whole or in part with 3 in 5 of the complaints made to us.

All complaints were resolved within 8 weeks.