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Complaints policy

Tell us if you’re not happy with our service

We think great customer service helps make great insurance, but we know we don’t always get everything right. If things do go wrong we’ll do our best to clear things up quickly and fairly.

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can, so that we can rectify any problems as soon as possible.

Here’s how we deal with complaints, how long it takes, and who to get in touch with.

How to get in touch

You can email or write to us directly using the relevant contact details found below. A member of our complaints team will work with you by email or letter to try and resolve anything you’re not happy about.

You can call us on 0800 368 9881, or write to us at Hometree, Hamilton House, 4 Mabledon Place, King’s Cross, London, WC1H 9BB, or email us at

How long will it take us to look into your complaint?


24 hours
We will acknowledge your complaint; and confirm we’re looking into it.

3 days
You will receive a summary resolution of your complaint within 3 days where this is possible

We will update you on our investigations. If we are not at a point where we have completed our investigation, we let you know what has been done so far, what is still to do and when we will next be in touch.

If we have completed the investigation, we provide a final resolution of the complaint which gives a summary of the issue reported to us, followed by the findings of our investigation in clear and simple terms.

8 weeks
Most issues are resolved way before this point, however, If your complaint has not been we’ll either:

  • Send you our final response to your complaint and tell you our reasons for it; or
  • Explain why we can’t give you a final response just yet and let you know when we can.

If you're not happy

If you’re not satisfied with our final response, or with our reasons for not getting back to you sooner, you can take your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service offers a free independent complaint resolution service.

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 final response letter. You can contact them via one of the following methods:

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567