Home & Legacy is committed to providing the highest standards of customer service. Whilst we work hard to achieve this, we recognise that there may be occasions when problems arise, and you can help us by telling us what you think of our service. We welcome all your comments, whether they're suggestions, compliments or complaints. When our customers' offer feedback or wish to make a complaint we are committed to:
- Listening carefully
- Responding quickly and effectively; and
- Learning from the feedback and using it to continually improve our service.
This page explains how to tell us about an issue, how we'll deal with it and what to do if we can't resolve it for you.
How to complain to us
Many things can be sorted out by speaking to us directly by telephone, and often a phone call will usually be enough to put matters right, but if you prefer you can make your complaint by email or in writing. Our contact details are as follows:
The Customer Satisfaction Manager
Home & Legacy Insurance Services Limited
500 Avebury Boulevard
0344 893 8360 or +44 (0) 02 3118 7777 from outside the UK
Lines are open 9am to 5pm Monday to Friday.
In order for us to deal with your complaint as quickly as possible, it will help us if you mark your correspondence 'complaint' and provide us with as much information as you can - for example, customer or policy reference number(s), details of who you have been dealing with, how to get in touch with you and what you would like us to do to resolve the matter. Your complaint maybe made free of charge.
Your complaint will be passed to a member of staff who can best address the problem. If we can, we'll resolve your complaint immediately, and confirm the action we've taken in writing.
If we're unable to resolve the matter to your satisfaction straight away, we'll commence an investigation and acknowledge your complaint in writing within 5 working days.
If we've been unable to resolve your complaint within 4 weeks, we'll write to you again with details of the current position.
If we've been unable to resolve your complaint within 8 weeks, we'll write to you again explaining the delay and what we're doing to help you and explain how you can refer your complaint to the Financial Ombudsman Service.
When we've completed our investigations, we'll issue a letter with our final response, setting out the action we're taking. If you're not satisfied with the response, outcome or course of action proposed, you may be eligible to refer your complaint to the Financial Ombudsman Service. You will have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of our letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. The Ombudsman can be contacted by:
Financial Ombudsman Service
0300 123 9 123 or +44 (0) 02 7964 0500 from outside the UK
- Logging on to their website:
The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. Complaints can be submitted online using the Online Dispute Resolution Service by visiting ec.europa.eu/odr. Please quote our e-mail address firstname.lastname@example.org. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service. Alternatively you can contact the Financial Ombudsman Service directly.
If your policy is underwritten at Lloyd's of London we are required to follow the process for responding to complaints which has been put in place by Lloyd's. If you are a Lloyd's of London policyholder we will send details of their process to you.