Homesealed Ltd – Complaints Policy

If you have a complaint, we want to know as soon as possible to help us put things right promptly. Just contact our Customer Services Team with your details and a description of your problem. We are here for you Monday to Friday from 9am - 5pm.

Call us: Email us: Write to us:

However, you contact us, we will:

0141 226 0032

customerservices@homesealed.co.uk

2 Rennie Place, East Kilbride, Glasgow, Scotland, G74 5HD

  • Let you know we’ve received your query
  • Tell you who will be responsible for investigating along with their contact details
  • Endeavour to return phone calls and emails within five working days
  • Do everything we can to resolve things as quickly as possible
  • Do what we can to attend within fourteen days if a visit to your property is needed
  • Keep you regularly informed of progress throughout
  • Provide a final response within eight weeks or explain why this isn’t possible

    Financial Services Complaints Procedure
  • All financial services complaints will be investigated and overseen by our Compliance Department.
  • The Compliance Department will:
    • Acknowledge your complaint.
    • Tell you who is investigating the matters raised and provide you with their address and telephone number.
    • Carry out a thorough and impartial investigation.
    • Do everything we can to resolve things as quickly as possible.
    • Provide a written response within 8 weeks of receiving your complaint, informing you of the results of our investigation or explain why this isn’t possible.
    • If you are not satisfied with the outcome of our investigation you may be entitled to refer your complaint to the Financial Ombudsman Service.
    • The Financial Ombudsman Service
    • The Financial Ombudsman Service exists to help resolve certain complaints when we have not been able to resolve your complaint to your satisfaction. The scheme is entirely free to use.
    • You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also look into your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.
    • You can contact the Financial Ombudsman Service: In writing:
      Exchange Tower, Harbour Exchange, London E14 9SR
    • By telephone: 0800 023 4567
      By email: complaint.info@financial-ombudsman.org.uk
    • Website: www.financial-ombudsman.org.uk


      Last updated, July 2024

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