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.

 

Resolving your complaint

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

Our call centre agents are here to put things right for you straight away. If they can’t, they’ll take the details of your complaint and log it for you. Within 5 business days, you will be appointed a Resolution Advocate, who will look after you until everything is sorted. Your Resolution Advocate will let you know how long it should take to resolve your complaint and will agree how and when you would like to be updated to make things as easy as possible for you.

Your Resolution Advocate will send you a final response once they have concluded their investigation into your complaint. The final response will provide you with a resolution and inform as to whether your complaint is upheld or not upheld.

The resolution of your complaint might include actions to put our mistake right, an apology, explanation or non-financial compensation.

 

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.

 

Please get in touch with us on: 0345 3192 247

Email us at: complaints@247homerescue.co.uk

Write to us at:  Customer Resolutions Department

 

247 Home Assist Ltd

Parkhill Business Centre

Padiham Road

Burnley

BB12 6TG

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. You can contact them at any time during the complaints process.