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Cord Power Technologies Ltd EV Cables & Portable Chargers complaints policy & handling procedure

 

This policy covers Cord EV cables & portable chargers purchased directly from Cord Power Technologies Ltd.

Our home EV charging range has a seperate complaints policy available here

This policy may have changed since you last reviewed it.

 

1. Purpose & Scope

This policy covers complaints and warranty claims relating to charger cables, adaptors, and portable chargers sold directly by Cord Power Technologies Ltd.
It applies to issues such as:

  • manufacturing or material defects
  • performance or communication failures (including RFID)
  • electrical safety concerns attributable to the product
  • physical faults or workmanship defects

Important: This policy applies only to products purchased directly from Cord Power Technologies Ltd.
If your product was purchased from a third-party retailer or installer, please refer to their complaints or returns process.

 

2. Definitions

  • Complaint: any expression of dissatisfaction about a product or service.
  • Claim: a formal request for repair, replacement, refund, or other remedy under warranty.
  • Manufacturer Fault: a defect arising from materials or workmanship.
  • Excluded Damage: faults or damage caused by misuse, accidental damage, modification, tampering, improper storage, environmental exposure, normal wear and tear, or electrical supply issues outside regulated tolerances.

3. How to Make a Complaint

You can make a complaint via any of the following channels:

  • Via our complaints form, below on this page
  • By email: hello@cord-ev.com
  • By telephone: 0330 102 5656
  • By post: Cord Power Technologies Ltd, 22 Gas Street, Birmingham, B1 2JT

Please include:

  • Your name, address, and contact details.
  • Details of the product / service: order number, product model / type, serial number etc.
  • A description of your complaint: what happened, when, people involved, any supporting documentation/photos.
  • What outcome would you like (repair, replacement, refund, cost reduction, etc.).

4. What We Will Do & Our Commitments

In handling complaints, we commit to the following standards:

 

Step Action Timeframe guideline
Acknowledgement We will acknowledge receipt of your complaint (in writing or by email) Within 7 working days of receipt. 
Initial response / proposal We will propose a way forward (e.g. investigation, site inspection, remedy) Within 21 working days of acknowledging the complaint. Note: For complaints involving urgent safety risks—such as electrical hazards from portable EV chargers—we will prioritise immediate assessment and response, potentially outside standard timeframes. 
Progress updates We will keep you informed of the status of your complaint At least weekly or as otherwise agreed, until resolved.
Remediation / resolution If you agree, we will carry out remedial action As soon as reasonably practicable, and no later than 8 weeks after agreement.
If we decide the complaint is not upheld We will give you a full explanation in writing of our decision and the reasons why At or by the end of our remediation period.

 

5. Escalation

5.1 If you are not satisfied with our response, you may:

  • Request a review by our senior management. We will acknowledge your complaint within five working days, and target resolution within fifteen working days.
  • You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

 6. Timescales & Deadlines

  • You should report your complaint within twelve (12) months of discovering the issue. This ensures timely investigation and evidence preservation.
  • We aim to resolve most complaints within eight (8) weeks. If we need longer, we will inform you and provide reasons and a revised timeline.

7. Remedies & Outcomes

Depending on the nature of the complaint, possible remedies may include:

 

7.1 If covered under warranty:

  • We will repair or replace the product at no cost within 30 working days of confirming eligibility.
  • If repair or replacement is impractical, we may offer a pro-rata refund or equivalent replacement.

7.2 If not covered under warranty:

  • We will explain our findings in writing and, where possible, provide a quote for a paid repair or replacement.

7.3 External supply-related issues: 

  • Problems caused by voltage irregularities or faults originating from the electrical supply network are excluded unless a clear product responsibility is proven.
    Customers should contact their Distribution Network Operator (DNO) for such issues.

7.4 Safety-critical cases:

  • Any complaint presenting an immediate safety risk will be prioritised and expedited

8. Monitoring & Review

8.1 We will keep records of all complaints, their nature, outcome, and any remedial action taken.

8.2 We will review complaint data regularly (e.g. quarterly) to identify patterns or areas for improvement.

8.3 This policy will be reviewed at least annually, or sooner if there are changes to relevant laws, regulations, or any third party Trusted Traders requirements.

 

9. Communication & transparency

We aim to communicate clearly and promptly at every stage.
All customers will receive a written summary of:

  • the findings of our investigation
  • whether the issue is covered by warranty
  • any remedy offered
  • the rationale for any decision made.

10. Legal Rights & Governing Law

10.1 This policy does not affect your legal rights under UK consumer protection law, including the Consumer Rights Act, Sale of Goods Act, etc.

10.2 These Terms & Conditions and this Complaints Policy are governed by the laws of England and Wales (or Scotland / Northern Ireland if applicable depending on where you are).

10.3 Nothing in this policy limits your right to take court action if that becomes necessary.

 

11. General Data Protection Regulation (GDPR)

We are committed to protecting your personal data. Any information you provide when making a complaint will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and our Privacy Policy. Personal data will be used solely for the purpose of investigating and resolving your complaint, stored securely, and retained only for as long as necessary. You may request access to, correction of, or deletion of your data at any time in line with your rights under data protection law.