SCS not replying to our complaint

DoaM

Absolutely.

https://www.scs.co.uk/help-and-info/care/scs-sofa-guard

Is that it? Couldn't YOU have provided a web link to the relevant terms?

k3lvc

NMGIBBS wrote: »

My winning attitude?

Could you if not asked in a nicer way? "One sentence is not the terms. I will ask you once more". It's like you were talking to a naughty 5 year old!

The 'be nice to newbies' moniker you get on your posts is intended to work both ways. It's been pointed out to you that if the attitude you're showing on here is reflective of what you're showing to SCS/Castelan you're not going to be getting very far.

As per the link provided by DoaM Castelan have a complaints procedure (and they even helpfully provide the phone number for it) - your complaint at this stage should be to them about not upholding their promises before you start throwing mis-selling accusations around.

Good luck but also remember that the sort of 'damage' you're suffering could easily be subjective if there's nothing visible

NMGIBBS

DoaM, not sure who you are replying to whether me or ssparks but thank you for the link to the terms.....

Yes this is what is stated in our terms. As you can see it says accidental spillages including that of human or animal bodily Fluids.

We were told by the guy in the manager in the shop that we could get it cleaned up to 3 times a year if needed with no quibbles. He said it would be particularly handy as we had two young children.

But as I said before when the assessor came out his report said there were no traces of this on our sofas.

NMGIBBS

I haven't shown any attitude at all to SCS as they haven't even responded to my calls or emails since me making the complaint.

We had no problem when we put the claim in (apart from the time they took in sending someone out to assess the sofas).

But after being told we couldn't have them cleaned I then put in a complaint, to which they haven't replied.

What is the point of taking extra warranty out if you can't use it?

k3lvc

NMGIBBS wrote: »

But after being told we couldn't have them cleaned I then put in a complaint, to which they haven't replied.

As per your original post the warranty is for damage/spills etc - not an arrangement for general cleaning - if Castelan believe it's build up of dirt rather than a specific incident then they won't cover. You complaint need to continue with Castelan until they do reply.

If you believe you were genuinely mis-sold by SCS then good luck - unless you've a recording of the sales pitch or something in writing you'll be getting nowhere with it as they'll show you the T&C's you agreed when buying the insurance

NMGIBBS

The sofas were only around 6 months old when my little boy was poorly so they were still in new condition.

Yes we do feel like we're mid-sold this insurance. :-(

DoaM

NMGIBBS wrote: »

DoaM, not sure who you are replying to whether me or ssparks but thank you for the link to the terms.....

The 1st line of my post was addressed to ssparks2003; the rest was addressed to you.