COMPLAINTS INFORMATION FOR HOMEOWNERS

Our approach to handling complaints

We aim to provide a very high standard of service to every homeowner. If there is a problem that causes a complaint, we aim to resolve it as fast as possible and to your complete satisfaction. Our approach follows best practice guidance defined by the Financial Conduct Authority (FCA).

We will refer any complaint verbal or written to our Complaints Officer at the earliest opportunity (or to a member of the senior management if the Complaints Officer is unavailable). They are responsible for ensuring that we investigate the complaint thoroughly. They will:

  1. Promptly acknowledge the complaint
  2. Make contact to clarify any points if necessary
  3. Fully investigate the complaint
  4. Discuss our findings and proposed response with you, including fair redress where appropriate

If your complaint is about finance or our credit broking activities you can refer your complaint to Product Partnerships Limited as they are what the FCA calls our Principal Firm. You can reach them using the following contact details:

If your complaint is about another party, we will refer details of the complaint to them and confirm this course of action to you in writing.

Resolving complaints

Rapid, informal process

If we settle the complaint to your satisfaction within 3 business days we will email you a written ‘Summary Resolution Communication’. This will:

  1. State that we have resolved the complaint to your satisfaction
  2. Explain that you can refer the complaint back to us or to the Financial Ombudsman Service (FOS) later if you decide you are not satisfied with how the complaint was resolved.

We may also use other methods to communicate the information where:

  1. We consider that doing so may better meet your needs; or
  2. We have already been using another method to communicate about the complaint.
If more time is needed

If we need more than three days to resolve your complaint we will:

  1. Send you an initial response letter within five days of receiving your complaint
  2. Share details of our complaints handling procedures
  3. Fully investigate the complaint, making contact with you for clarification if needed
  4. Send you a final response letter as soon as possible, and within eight weeks of receiving your complaint, detailing how your complaint has been resolved and if any redress will be offered.

If we need more than eight weeks to resolve your complaint, our Complaints Officer will write to you again explaining the reasons for the delay. We will also advise you that if you are not satisfied with our progress you might be entitled to refer their complaint to the FOS.

Final response

We will clearly explain our decision in a final response letter. If we offer financial redress, we will explain the calculation method and promptly pay it in full.

Closing a complaint

We will consider your complaint closed if we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed. We may also consider your complaint closed if we receive no confirmation from you within four weeks of our final response letter.

Financial Ombudsman Service (FOS)

If you are not satisfied with how we have handled your complaint, you can refer it to the FOS. You must do so within six months of the date of the final response letter. We will include details for the FOS in our letter.

The FOS is only eligible to:

The FCA complaints rules apply to complaints:

We will co-operate fully, at all times, with the FOS in resolving any complaints made against us and agree to be bound by any awards made by the FOS.

Contact details for FOS: