We always aim to get things right — but if we fall short, here's how to tell us and what happens next.
Last updated: 27 May 2026
Max Appliance Guard (a trading name of Khandhar LTD) is committed to providing a high standard of service. We take all complaints seriously and treat them as an opportunity to learn and improve. This procedure explains how to raise a complaint and how we will deal with it.
You can contact us in whichever way is easiest for you:
To help us resolve things quickly, please include your name, plan number (if you have one), contact details, what went wrong, and how you would like us to put it right.
We will acknowledge your complaint promptly, normally within three working days of receiving it. We will look into the matter thoroughly and fairly, and keep you updated on our progress. Many complaints can be resolved quickly; we aim to provide a full written response within eight weeks, and usually much sooner.
Once we have investigated, we will write to you with our findings, an explanation, and details of any action we will take. If we got something wrong, we will apologise and put it right. If we do not uphold your complaint, we will explain why.
If you are unhappy with our final response, or if eight weeks have passed without resolution, you can ask for your complaint to be escalated and reviewed by a senior member of our team. You may also seek free, independent advice from the Citizens Advice consumer service, and you may have the right to use an Alternative Dispute Resolution (ADR) provider or to take your complaint to court. Nothing in this procedure affects your statutory rights.
If your complaint relates to how we handle your personal data and you are not satisfied with our response, you have the right to contact the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113. Please see our Privacy Policy for more information.
We record and review all complaints so we can spot patterns and improve our service. Raising a complaint will never affect the quality of service you receive from us.