What can I do about a warranty that has denied my claim?

When I bought my Mercedes E-Class a couple of years ago I took out a Mercedes warranty policy. Last week my centre console packed up. Mercedes took the car in at their Hindhead garage and identified the fault as faulty connection in the data wiring loom. When I attempted to claim off of the insurers they said that wiring was not included - tough. I have inspected the policy and can find no such exclusion in any part of the terms and conditions that a prospective customer might reasonably be expected to read, indeed it suggests clearly that the contrary is the case.

Asked on 16 February 2026 by TimBaker

Answered by David Ross
Wiring is quite a grey area when it comes to warranty claims. We have heard many similar tales as yours from disgruntled readers. If you are certain that the terms and conditions include or do not exclude wiring, then we would suggest making a written complaint to the provider of the policy. If this is unsuccessful you can take your complaint to the Financial Ombudsman Service.
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