Complaints policy
We think great customer service helps make great insurance, but we know we don’t always get everything right. If something does go wrong, we’ll do our best to clear things up quickly and fairly. 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. Please note, only the Policy Holder can raise a complaint with Hometree. Tenants or other parties are unable to raise complaints but we will of course help you as best we can with any questions, so long as permission is granted by the Policy Holder.
Here’s a few additional details on how to get in touch with us, guidance on our handling times, and some further options available to you
How to get in touch
You can email or phone us directly using the relevant contact details found below. A member of our complaints team will work with you by email or phone to try and resolve anything you’re not happy with.
You can call us on 0330 912 4843 (lines open weekdays between 9am to 5pm), or email us at support@hometree.co.uk.
How we handle your complaint
Within 24 hours
We will acknowledge your complaint and confirm we’re looking into it.
Within 3 days
We will aim to provide you with a resolution.
Weekly
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’s outstanding and when we will next be in touch.
Within 8 weeks
Almost all issues are resolved before this point, however, on the rare occasion that’s not the case, 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.
Further options
If you’re not satisfied with our final response, or with our reasons for not getting back to you within 8 weeks, you can take your complaint to the Financial Ombudsman Service (for insurance customers) or the Dispute Resolution Ombudsman (for maintenance customers). You can find out whether you are an insurance or maintenance customer by checking your welcome letter or email.
Maintenance customers
The Dispute Resolution Ombudsman offers a free independent complaint resolution service.
Similar to the Financial Ombudsman Service, you can refer to the Dispute Resolution Ombudsman 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:
Website: www.disputeresolutionombudsman.org/
Email
info@disputeresolutionombudsman.org
Post:
Premier House,
First Floor, 1-5 Argyle Way,
Stevenage, SG1 2AD
Registered in England and Wales: 8945616
Phone: 0333 241 3209
Insurance customers
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:
Website: financial-ombudsman.org.uk
Email
complaint.info@financial-ombudsman.org.uk
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
