1. Our approach

We want to provide a straightforward and reliable service. If you are unhappy with any part of your Plan, a repair or service request, customer service, payment administration or another aspect of our service, please tell us so we can investigate and respond.

2. How to complain

You can complain by telephone on 0800 068 3534, by email at customerservice@homesurewarranties.co.uk, or in writing to Homesure Warranties Ltd, Alum House, 5 Alum Chine Road, Westbourne, Bournemouth, Dorset, England, BH4 8DT.

Please provide your name, contact details, Plan number if available, a clear description of what has happened, what outcome you are seeking, and copies of any relevant documents or correspondence.

3. What we will do

• Record and review your complaint fairly and objectively.

• Ask for further information where reasonably necessary.

• Investigate relevant records, communications and service activity.

• Keep you informed where the investigation is taking longer than expected.

• Provide a response explaining our findings and any action or remedy we consider appropriate.

We aim to resolve complaints as soon as reasonably practicable. If we need more time to investigate, we will keep you informed of progress and let you know when you can expect a further update.

4. If you remain dissatisfied

If we cannot resolve your complaint, our final response will explain any further options available to you, including any independent alternative dispute-resolution route that is available and applicable at that time.

5. Accessibility and support

If you need an adjustment or additional help to make or pursue a complaint, tell us what would assist you. We will take reasonable steps to support you where possible.