To make a claim on your policy, follow these steps:

• If your phone has been stolen, you must report it to the police and obtain a crime reference number.
• To make a claim for theft or loss call us on 0800 049 6189 or alternatively visit one of our Currys stores. To make a claim for damage or breakdown, we recommend you visit any Currys store so that your phone can be promptly assessed. If you have difficulties in reaching one of our stores, please call us on 0800 049 6189.

Before you contact us, please make sure you have:

• A police crime-reference number for theft claims
• The damaged phone or accessory to hand for claims for breakdown, accidental or liquid damage
• Your policy details

You have the right to cancel your policy within 14 days of purchasing it. If you cancel your policy during this period you will be entitled to a full refund of the premium paid, provided there has been no claim. After this period, you will not be entitled to any refund and will be covered up until the end of the month covered by your final payment. For full details on cancelling your policy, see the terms and conditions. Please note you cannot cancel your policy in a Currys store.

If you want to cancel your policy please call 0800 049 6189 or write to:

Phone Care

PO Box 358

Southampton

SO30 2PJ

For more information about cancelling your policy, please take a look at our terms and conditions.

Phone Care policies are underwritten by Aviva Insurance Limited and arranged and administered by Currys Retail Limited. Aviva Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Aviva is regulated in relation to the product and post-sale activities. Full details of the regulatory status of these companies can be found at www.fca.org.uk.

Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your complaint to make sure that we continually improve the service we offer.

What will happen if you make a complaint

a. We will acknowledge your complaint promptly.
b. We aim to resolve all complaints as quickly as possible.

Most of our customers concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update within 14 working days of receipt and give you an expected date of response.

What to do if you are unhappy

If you are unhappy with any aspect of the handling of your insurance we would encourage you, in the first instance, to seek resolution by contacting us on 0800 049 6189, or in writing either via our website or by letter addressed to Phone Care, PO Box 358, Southampton SO30 2PJ.

If you are unhappy with the outcome of your complaint you may be able to refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 (free from UK landlines and mobiles) or 0300 123 9123 (Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number from any line including a mobile and will count towards any inclusive minutes you may have).

Or simply log on to their website.

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.

Financial Services Compensation Scheme

Aviva are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if Aviva cannot meet their own obligations, depending on the type of insurance and the circumstances of your claim.

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Deaf or hard of hearing

If you require to speak with us about your insurance plan you can use the Relay UK Service: relayuk.bt.com or via email at [email protected]

Visually Impaired

If you require any documentation in alternative formats you can contact us to request this on: 0800 049 0222

If you need additional support/help managing your insurance policy due to a disability, physical or mental illness, or because your circumstances have changed, we will happily tailor our service to support your needs where possible.

You can review the help we offer or manage your support needs online by clicking here.

Alternatively, please contact us on 0800 049 0221, by email on [email protected], or by letter addressed to Currys Customer Experience Team, PO Box 194, Cramlington, NE23 0DA.