Legal
Complaints policy
This document forms part of the terms on which KETTLEBRIDGE APPLIANCE CARE LTD (trading as Kettlebridge Appliance Care) provides its services. It should be read together with our terms and conditions, privacy policy and statutory rights notice.
Version: 1.0. Last updated: 12 July 2026. Your statutory rights are not affected.
We take every complaint seriously. This policy explains how to raise a concern with KETTLEBRIDGE APPLIANCE CARE LTD (trading as Kettlebridge Appliance Care), how quickly we will respond and what to do if you remain dissatisfied.
How to complain
- Online: through your customer portal or the complaints form on our website.
- Email: complaints@kettlebridge.co.uk.
- Phone: 020 8050 2402 (Mon–Sat, 8am–6pm).
- Post: Customer Complaints, Flat 2, 33 Tyldesley Road, Blackpool, England, FY1 5DH, United Kingdom.
Please include your name, contact details, booking or plan reference and a description of the issue and what outcome you are seeking.
Our response timeframes
- Acknowledgement within 3 working days of receipt.
- Full written response within 20 working days in most cases.
- Final response within 8 weeks — if we cannot resolve within 8 weeks we will issue a written explanation and, where appropriate, a deadlock letter.
Escalation to an alternative dispute resolution (ADR) body
If you have received our final response and remain unhappy, you may refer the matter to a certified ADR provider approved by the Chartered Trading Standards Institute (CTSI). We will name the relevant ADR provider in our deadlock letter. Referral to ADR is voluntary and does not affect your right to take legal action.
Online dispute resolution
UK residents can also use the Citizens Advice consumer helpline on 0808 223 1133 for free impartial guidance.
Regulated products
Appliance care plans are service and maintenance contracts and are not regulated insurance products. If in future we distribute regulated insurance products, additional escalation routes to the Financial Ombudsman Service will apply and be described here.
Record keeping
We keep complaint records for at least 6 years to help us learn from feedback and improve our service. Records are held in accordance with our privacy policy.
KETTLEBRIDGE APPLIANCE CARE LTD · Company number 17332199 · Registered in England and Wales · Registered office: Flat 2, 33 Tyldesley Road, Blackpool, England, FY1 5DH, United Kingdom · support@kettlebridge.co.uk · 020 8050 2402.