Complaints Procedure

Not happy? Here's how to complain

Your feedback helps us reach our aim of first class service. It's also an opportunity for us to put things right for you, so if you weren't happy with the service then we'd like to hear from you.

We will aim to resolve your complaint as quickly as possible.

Make a complaint - our formal procedure

Most of the time we can sort out your complaint immediately. If for any reason we're not able to, we will arrange for our Customer Relations Department to fully investigate it.

Step 1. Get in touch

  1. Do you want to complain about a policy?
  • We can deal with complaints that relate to one of our Home Emergency Policies
  • 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 are also grateful for a clear description of your concern and how you would like us to put things right
  • Please call our Policies Customer Service Department free on 0800 783 0951 or
  • Write to:
    Freepost RLYC-LXAL-GEEH
    Customer Relations Department
    Homeserve Membership Ltd
    Walsall
    West Midlands
    WS2 7BN
    or
  • Email: cover@homeserve.com
  1. Would you like to make a complaint about a claim?
  • We can deal with complaints that relate to a claim you have made on your policy
  • We will need your name, address, post code, phone number and your claim number
  • We are also grateful for a clear description of your concern and how you would like us to put things right
  • Please call our Claims Customer Service Department free on 0800 783 0951 or
  • Write to:
    Claims Complaint, Claims Management Department, Fulwood Park, Fulwood, Preston, PR2 9NZ
  • Email: claims@homeserve.com
  1. Do you want to complain about a warranty?
  • We can deal with complaints that relate to problems with your furniture, electrical or car warranty
  • We will need your name, address, phone number and your warranty "certificate of insurance"
  • We are also grateful for a clear description of your concern and how you would like us to put things right
  • Please call our Warranty Services Customer Service Department free on 0870 320 6614 or
  • Write to:
    Warranty Complaint, Customer Care Department, Alpha House, Sunnyside Road North, Weston Super Mare, Somerset, BS23 3QY
    or
  • Email: warranties@homeserve.com

Step 2. Awaiting a response

  • We will try to resolve your complaint by the end of the next business day
  • If we can't, we will issue a prompt written acknowledgment to your complaint and provide details of the person dealing with it
  • Most of the time we resolve your complaint over the telephone and then write to confirm your complaint has been closed.
  • 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.
  • After eight weeks we will send you a final response or provide you with a further update on our investigations

Step 3. Escalating your complaint

  • If you want to complain about the service you have experienced as a result of a claim, your complaint can be escalated to the insurer
  • Full details of your insurer can be found in the terms and conditions of your Policy Summary. Customer Relations are also able to provide you with contact details for the insurer of your policy.

Step 4. 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:
    Financial Ombudsman Service
    South Quay Plaza
    183 Marsh Wall
    London
    E14 9SR Telephone: 0845 080 1800

Your right to complain

  • Everyone has the right to complain. We aim to resolve your complaints by:
  • Informal discussion on the phone, via email or letter
  • Formal procedures for Homeserve Policies, Claims Management and Warranty Services
  • In most cases either they, or their manager, can provide a resolution on the spot.

Make a complaint - the informal approach

  • If you are unhappy with a service we provide, we invite you to complain to the Customer Service Representative you have been in contact with so far.