Complaints Policy
If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly and without delay
- Make sure you are satisfied with how your complaint was handled
How and Where to Complain
If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:
- In person: 515 Lawmoor Street, Glasgow G5 0TT
- In writing: write to us at the address above, please address your letter to the complaints handler Lindsey Leitch.
- By Telephone: 0800 6 118 118
- By email: info@homeshield.ltd
- By filling out our online Complaints form, which can be found by clicking through this link
How Long Will It Take?
We will aim to resolve your complaint straight away, but if we can’t we will write to you within 5 business days to tell you:
- Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:
Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision OR Issue our final decision letter which will explain our final position.
Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: http://www.financial-ombudsman.org.uk
HIES Alternative Dispute Service
In the event of an unresolvable issue for the installation of renewables including solar PV panels and battery storage (not including Sunamp Thermino battery) you can refer your case to our nominated alternative dispute resolution provider through HIES. HIES can be contacted at Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, England, PR35 3GR or info@hiesscheme.org.uk.
We agree, in the event of a dispute, we will exclusively attempt to resolve the dispute through using HIES’s alternative dispute resolution service.
Homeshield Scotland Ltd. SC451255, Registered in Scotland. 515 Lawmoor Street, Glasgow, G5 0TT.