We aim to provide the highest standards of service, but we appreciate that sometimes things go wrong. Letting us know when you are unhappy with your experience gives us the opportunity to put things right and make sure that we continue to improve.

If you would like to make a complaint, there are several ways for you to do this. You can complete the form at the bottom of this page, chat to us or use any of the methods outlined below.


How to contact us

  • Telephone our Customer Service Department on 0330 0247 999*

  • Use the ‘Contact Us’ page on our website homeserve.com/uk

  • Write to us at:

  • Freepost RLYC-LXAL-GEEH
    Customer Relations Department
    HomeServe Membership Ltd
    Walsall, West Midlands WS2 7BN

  • Email: customerrelations@homeserve.com
 
What happens after we receive your complaint

Acknowledging your complaint

It’s important to us that we resolve your issue as quickly as possible. We will write to you to acknowledge your complaint within 5 working days from the receipt of your complaint. However, sometimes we may need to collate more information, which could take slightly longer. If this is the case, we will keep you informed.

Investigating your complaint

One of our Customer Advocates will investigate your complaint. They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a decision. To help with their investigations, they may need to contact you to request additional information to reach a decision.

Keeping you updated

Our aim is to reach a conclusion within 4 weeks of the receipt of your complaint, but this can depend on the complexity of your case. If we have not resolved your complaint by this time we will ensure you are kept updated on our progress.

Informing you of our decision

We’ll always contact you to discuss our final response. We’ll explain what we’ve found, what we plan to do as a result and why we made the decision. This may be over the phone, by email or by post.

 

In the event that your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you with a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with our final response.

 

We hope our final response resolves things for you. If you’re not happy with it or it’s taken over eight weeks to sort things out, we will inform you if you have the option to refer your complaint to the Financial Ombudsman Service. If this is the case, we’ll provide you with details on how to use the service they provide.

 

If your complaint does not have Financial Ombudsman rights, we will inform you of your next steps in the response letter.

The Financial Ombudsman Service

The Financial Ombudsman Service is a free, independent service for resolving disputes with financial firms.

 

Once you receive your response letter, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the letter. The Ombudsman will only consider your complaint once you have attempted to resolve it directly with us.  The contact details of the Financial Ombudsman Service are as follows:

Please complete the form below to make your complaint.

Please note, claims cannot be processed through this form. 

If you would like to make a claim, you can log into My HomeServe or Contact us.

Mandatory fields are marked with a "". Please take care not to include any special characters e.g.?!*/.






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My HomeServe

Log in to our secure hub and manage your cover around the clock.

  • View your product details
  • Claim online for a range of problems
  • Update your address & contact details
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Frequently asked questions

1. You can book an appointment or make a claim online if your policy holds:

  • Plumbing
  • Drainage
  • Water Supply Pipe
  • Gas
  • Electrics
  • Boiler Health Check & Boiler Service

2. My HomeServe isn't yet available for our landlord products. You can however visit our Landlord Hub to make a claim online.

3. Alternatively you can give us a call on 0330 0247 999* lines are open 24 hours a day, 365 days a year.

* Calls may be recorded for quality control and training purposes. Calls to 03 numbers will cost you no more than 01 or 02 numbers, charges may vary depending on your network provider. Calls to 03 numbers will be part of inclusive minute plans for landlines and mobiles.