Complaints Procedure
We aim to provide excellent service — but if something hasn't gone to plan, we want to know about it. Here's how to raise a complaint and what you can expect from us.
1. How to Raise a Complaint
You can contact us by email with the following information:
- Your full name and contact details
- Your plan reference number (if applicable)
- A clear description of the issue
- What outcome you're hoping for
Phone: 07520 659129
Email: support@homeserviceplan.uk
2. Acknowledgement
We aim to acknowledge your complaint within 48 hours of receipt and confirm who is handling it.
3. Resolution
We aim to resolve all complaints within 7 working days. Where this isn't possible, we'll keep you updated with progress and provide a target resolution date.
4. Escalation
If your complaint cannot be resolved at the first point of contact, it will be escalated to a senior member of our team for further review and a final written response.
5. Further Recourse
If you remain dissatisfied after receiving our final response, you may seek independent advice or contact the relevant consumer authority. We will cooperate fully with any such process.