How do I make a complaint about Insurance?

Insurance Complaints

Homeground are committed to delivering the highest standards of service and have procedures in place to investigate insurance related complaints. Whilst we make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers.

We therefore have in place procedures to investigate and remedy any areas of concern. You should contact Homeground in the first instance and we will try to resolve your complaint within three working days.

You can contact Homeground using the following methods:

  1. Email: insurance@homegroundonline.com
  2. Post: HomeGround, PO Box6433, London, W1A 2UZ
  3. Tel: Leave a message on our dedicated Appointed Representative phone line: 020 3301 2629

To help us investigate your complaint efficiently please address your email or letter to ‘Insurance Manager’. Please also make sure that you include the full property address with postcode to which the original query related, as well as your unique 12-digit reference number.

In such circumstances we promise:

  • To try and resolve the complaint within 3 working days and write to you confirming if we have done so.
  • To acknowledge promptly any complaints which have exceeded 3 working days.
  • It is an FCA requirement that we respond fully to your concerns or complaints within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly.
  • If we have been unable to resolve your complaint in eight weeks, in line with FCA requirements, we will write to you again explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service (if applicable).

Financial Ombudsman Service

If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service; the ways to contact are:

Whether or not you make a complaint to us and/or refer you complaint to the Financial Ombudsman Service, your statutory right to take legal action will not be affected.

HomeGround Management Limited - 20 August 2021