Complaints FAQ

• How do I make a Home Job complaint if I'm not satisfied?
• How do I make a Home Cover complaint if I'm not satisfied?
• How do I make a Warranty complaint if I'm not satisfied?

How do I make a Home Job complaint if I'm not satisfied?

We hope you'll never need to make a complaint to HomeServe but we realise that mistakes sometimes happen, so if you feel unhappy about something we have done then please let us know. We promise to listen to your feedback and use your suggestions to make improvements to our service.

First of all, let us know what we've done wrong or what it is that you're unhappy with. If we can't sort out your complaint straight away then we will take full details from you and arrange for the problem to be fully investigated and resolved as quickly as possible.

There are a number of ways you can talk to us about your complaint:

Write:

How do I make a Home Cover complaint if I'm not satisfied?

If you have a complaint about a Home Cover, there are a number of ways you can talk to us about your complaint, including calling our Policies Customer Service Department free::

Call: 0800 783 0951.

Email: please use our contact us form

Write:

We will need your name, address, phone number and your policy number, which you can find at the top of our letters to you. We will also need a clear description of your concern and how you would like us to put things right.

How we will resolve your Home Cover Complaint

1. We will try to resolve your complaint by the end of the next business day.
2. If we can't, we will issue a prompt written acknowledgment to your complaint and provide details of the person dealing with it.
3. Most of the time we resolve your complaint over the telephone and then write to confirm your complaint has been closed.
4. If we have been unable to resolve your complaint promptly, we will ensure that you are kept informed on the progress of the measures being taken to resolve your complaint.
5. After eight weeks we will send you a final response or provide you with a further update on our investigations.

The Financial Ombudsman

The Financial Ombudsman Service was set up by law to give consumers a free, independent service for resolving disputes with financial firms.

Please contact us directly to complain; the Ombudsman will only consider your complaint once you have attempted to resolve it with us.

If you are not happy with our final response, or eight weeks have passed since you initially raised your complaint with us, you can refer your complaint to the Financial Ombudsman Service.

You have a period of six months in which to refer to the Ombudsman. The six months period starts from the date a final response has been issued or 8 weeks after we receive your initial complaint.

Contact them by writing or by telephone:

How do I make a Warranty complaint if I'm not satisfied?

To deal with complaints that relate to problems with your furniture, electrical or car warranty, you can ring our Warranty Services Customer Service Department free on 0870 320 6614 or you can:

Email: please use our contact us form

Write:

We will need your name, address, phone number and your Warranty Certificate.