Raise the issue with a clear record.

You can use this procedure for dissatisfaction about a NewCover enquiry, quotation process, communication, service, website, delivery handling or order administration that has not been resolved through normal contact.

Email contact@newcoverltd.co.uk with “Complaint” and any quotation, order or invoice reference in the subject line. Explain what happened, when it happened and the outcome you are seeking.

• Your name, business and contact details
• Relevant quote, order, invoice, delivery or product reference
• A clear chronology and the people already contacted
• Supporting messages, photographs, serial details or documents
• The practical resolution you would consider appropriate

NewCover will record the complaint, clarify missing information where needed, review the relevant correspondence and commercial documents, and provide a reasoned response as soon as reasonably practicable.

Complex matters involving a carrier, supplier, insurer, payment provider or manufacturer may require information from that party.

The response may explain the position, correct information, propose an operational step, identify the warranty or return route, offer another proportionate remedy, or explain why the requested outcome is not supported by the applicable record.

If you believe material evidence was missed, reply with that evidence and ask for the matter to be reconsidered. State clearly which part of the response you dispute.

Concerns about personal-data use can also be raised through the privacy contact above. The privacy notice explains relevant rights and the ability to complain to the Information Commissioner's Office.

Using this procedure does not remove any contractual or legal right. NewCover does not claim membership of a sector ombudsman or alternative-dispute scheme unless confirmed separately in writing.