What is the claims process for using the Handicare Stairlift Warranty if a problem arises?

If your Handicare stairlift develops a fault, contact Independent Stairlifts as soon as possible and provide the installation or warranty details, a clear description of the problem and any relevant fault information. We will check the issue against the applicable warranty terms, confirm the next steps and arrange an appropriate service response where the fault is covered.

Before making a claim, stop using the stairlift if it is behaving unusually, making an unfamiliar noise, stopping unexpectedly or showing a warning indication. Do not remove covers, alter wiring or attempt a repair yourself, as this could create a safety risk and may affect warranty consideration. If the lift has stopped on the stairs, follow the user instructions for safely securing the user and contact us for advice.

When you contact us, have the following information available where possible:

• The user’s name, installation address and contact details.
• The stairlift model or serial number, usually shown on the lift or in the installation documentation.
• The date or approximate period of installation and any warranty paperwork available.
• A description of what happened, including whether the fault is constant or intermittent.
• Any message, light sequence or fault code shown by the stairlift.
• Details of any recent event that may be relevant, such as a power interruption, obstruction, accidental impact or water exposure.

We may ask questions or carry out initial checks that can be completed safely by the user or their carer. These checks can help establish whether the issue relates to the power supply, charging position, remote control, seat position or another operating condition. Only carry out instructions provided by a qualified adviser, and do not bypass safety features or continue using the lift if doing so could be unsafe.

Once the claim is received, the fault is assessed against the warranty documents for that particular stairlift. This normally involves checking that the warranty is still active, that the stairlift is the model and installation covered, and that the reported problem relates to a covered defect or component. The warranty may also require the stairlift to have been used and maintained in accordance with the manufacturer’s instructions. The precise cover depends on the terms supplied with the installation, so we will explain any relevant conditions rather than assume that every repair is included.

If the fault appears to be covered, we arrange the appropriate response. This may involve remote guidance, a service visit, inspection, adjustment, repair or replacement of an eligible component. The response depends on the nature of the fault, the condition of the stairlift and the availability of any required parts. We will advise you if further assessment is needed before cover can be confirmed.

A warranty claim does not automatically mean that every associated cost or issue is covered. Problems caused by accidental damage, misuse, unauthorised alteration, failure to follow operating instructions, external events or normal wear may fall outside the warranty. Consumable items and routine maintenance may also be treated differently from a manufacturing or installation fault. If an inspection identifies a non-covered issue, we will explain the reason and discuss the repair options and any applicable charge before proceeding.

Keep copies of your warranty documents, service records and any correspondence about the fault. If the problem is intermittent, noting when it occurs and recording a warning display can help the engineer diagnose it. Do not rely on a video or photograph as a substitute for reporting a safety issue, but it may provide useful information if it can be captured without approaching or operating an unsafe lift.

If the stairlift is essential for safe access around the home, tell us when you report the problem. We can then take the circumstances into account when arranging the service response. If the lift is unsafe, leave it out of use until it has been checked by a suitably qualified engineer. After the repair, ask what caused the fault, whether any further action is required and whether the work has been recorded against the warranty.

The quickest way to progress a claim is to report the problem promptly, provide accurate installation details and follow the safety advice given by Independent Stairlifts. We will keep you informed if the claim requires additional information, an inspection or a part that is not immediately available.