Complaints Procedure

 

What counts as a complaint?

A complaint is any form of contact from a customer, a person authorised on behalf of a customer, or potential customer who is not satisfied with our service.

How to make a complaint

If you have a complaint about any part of our service, we want to hear from you so we can put things right.

Call us: 0333 358 0075

Email us: [email protected]

 

Write to us:

Customer Resolutions Department

247 Home Assist Ltd

Parkhill Business Centre

Padiham Road

Burnley

BB12 6TG

 

Resolving your complaint

If you’re unhappy with our service, we’re sorry and we’d like to put it right.

If we receive a complaint we will enter it onto our Complaints system, which will record the details of your complaint and enable us to track your complaint through to resolution.

 

We will retrieve all the necessary documentation relevant to your complaint, from our files and system. These documents will be read and considered, in conjunction with your complaint by one of our Customer resolution team.

 

We will endeavour to acknowledge, respond to and resolve your complaint straight away, which we consider to be within 3 business days after we received your complaint. We will send you a written acknowledgement. We may telephone you during the process to keep you up to date with our progress and you are encouraged to telephone your representative should you have any questions or queries.

 

The written acknowledgement will include:

  1. A timescale for when we will correspond further if necessary, which we hope to be within 4 weeks, but will be no more than 8 weeks from the receipt of your complaint.
  2. The name and contact details of the person handling your complaint.
  3. A copy of our Customer Complaints Procedure.
  4. A final response may also be included if we can settle your complaint

straightaway, however if the complaint is settled within 3 working days a final response may not be necessary, but we will include a summary resolution communication which outlines the ombudsman details.

 

In the unlikely event that our investigations require longer than 8 weeks to complete, we will write to you to explain why we are not yet able to respond to your complaint and indicate when we will make further contact. We will also provide you with details of your right to refer the matter to the Financial Ombudsman Service (FOS).

 

Once our investigations are complete, we will write to you with our response, this will be either a final response, or an offer letter, depending on the circumstances of your complaint.

 

A Final Response is:

 

  1. Where we believe we have fully addressed your complaint.
  2. Notified you that you may refer the complaint to the FOS if you remain dissatisfied with our final response and that you must do so within 6 months from the date of the final response and include the website for reference www.financial-ombudsman.org.uk.

 

 

An Offer Letter is:

 

Where we consider that you are entitled to some redress and believe that we have fully addressed your complaint. This will include a page for you to state your acceptance and return to us. We will then forward the agreed redress in a final response letter.

 

 

We will consider a complaint closed when:

 

  1. We have sent you a final response.
  2. You have indicated in writing that you accept our offer or response.
  3. You fail to respond to our correspondence within 8 weeks from the date of our written response.

 

 

The Financial Ombudsman Service

This additional service is only available to Customers who have purchased an Insurance Policy or a boiler installation utilising the finance option.

 

The Ombudsman offers an independent, impartial service which is free to use.

If you are dissatisfied with our final response or any time after us receiving your complaint, you can refer the matter to the financial ombudsman service (see details below).

You have the right to refer your complaint to the Financial Ombudsman Service if we have replied or not. The Financial Ombudsman Service will require our consent to

investigate the matter if we have not had chance to put things right or we haven’t exceeded the 8-week timescale and haven’t issued our final response letter.

If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within 6 months of the date we issue our final response to you. After this time, the Ombudsman may refuse to consider the matter.

 

The contact details for the Financial Ombudsman Service are:

 

Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Tel: 0800 023 4567

Email: [email protected]

Website: www.financial-ombudsman.org.uk.

 

Citizens Advice Consumer Service To view the ‘Know Your Rights’ leaflet and for free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/consumer or call the Citizens Advice consumer helpline on 0345 404 0506.

Compensation Arrangements

247 Home Assist Limited and 247 StayWarm Limited are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. General insurance is covered for 90% of the claim, without any upper limit. Further information about the compensation scheme is available from FSCS at www.fscs.org.uk or telephone 0800 678 1100 or 020 7741 4100.