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've done then please let us know. We promise to listen to your feedback and will 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'll take full details from you and arrange for the problem to be fully investigated and resolved as quickly as possible.
If you have a complaint about a policy, there are a number of ways you can talk to us about your complaint:
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.
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If you have a complaint about a fixed-price repair, there are a number of ways you can talk to us about your complaint:
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We will try to resolve your complaint by the end of the next business day. If we can't, we'll issue a written acknowledgment to your complaint.
Most of the time we resolve your complaint over the telephone and then write to confirm your complaint has been closed.
If we've been unable to resolve your complaint promptly we'll ensure that you're kept informed of the measures being taken to resolve your complaint.
After eight weeks we'll send you a final response or will provide you with a further update on our investigations.
To view HomeServe's latest complaints data, click here.
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The Financial Ombudsman Service (FOS) was set up by law to give consumers a free, independent service for resolving disputes concerning most financial problems with financial firms. Complaints regarding home emergency insurance or extended warranties can be looked at by the FOS.
In the first instance, please make your complaint to us; the FOS will only consider your complaint once you have attempted to resolve it with us.
If you're 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 FOS. Complaints regarding fixed-price repairs and some of our other services are not eligible for referral to the FOS.
You have a period of six months in which to refer to the FOS. The six-month period starts from the date a final response has been issued or eight weeks after we receive your initial complaint.
If you feel you need to refer your complaint to the FOS please contact us and we'll be happy to provide you with their contact details.
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Why have I received a letter about a complaint I made last winter?
Winter 2010/11 was the coldest winter weather experienced in the UK in the past 100 years. This meant that HomeServe had an unprecedented number of claims (40,000 claims in one week alone) on its policies and our teams on the ground were working in extremely difficult circumstances. As a result, we understandably had an unusually large number of complaints.
To ensure we are meeting a high standard in customer service, we’re currently re-examining every complaint that was handled last winter. Where any complaint was not handled adequately we are re-contacting the customer. As always, if we did not meet our high standards we will of course offer appropriate redress in line with our policies.
This is a lengthy process. If you are unhappy with the outcome of your complaint last winter, then please call us on 0800 694 4167.
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