COMPLAINTS POLICY

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1.0 HomeFix Protect Complaints Procedure

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HomeFix Protect is committed to providing the highest standards of service and customer care. If a client or service provider believes we have not achieved this, we welcome their feedback to address concerns and improve our services. A complaint is formally considered when an expression of dissatisfaction is provided in writing by the client or on their behalf.

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2.0 Procedure

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2.1 Complaints can initially be expressed verbally. However, a formal complaint must be confirmed in writing by the complainant.

2.2 Complaints should be directed to our Compliance Manager, Mr. Patrick Joyce, and can be submitted via email or post to the following:

HomeFix Protect
HOME FIX PROTECT LTD
Base Point, Bromsgrove Enterprise Park, Isidore Road, Bromsgrove, United Kingdom, B60 3ET

Email: support@homefixprotect.co.uk

2.3 HomeFix Protect staff are trained in the complaints procedure and will guide complainants through the formal review process if needed.

2.4 Complainants are encouraged to provide their details to facilitate direct communication and resolution. However, anonymous complaints will also be taken seriously and used to improve services where necessary.

2.5 Complainants should specify the action they would like us to take to resolve their complaint.

2.6 Upon receipt of a formal complaint, HomeFix Protect will issue an acknowledgment within 5 working days.

2.7 HomeFix Protect will begin an investigation upon receiving the complaint and aims to respond within 4 weeks. If unable to meet this timeline, an update will be sent to the complainant to keep them informed of the progress.

2.8 A final response will be provided within 8 weeks of receiving the complaint. If this timeline is not met, an update will still be sent to the complainant.

2.9 If the complaint remains unresolved after 8 weeks or the complainant is dissatisfied with the outcome, they will be advised to escalate the matter to the Financial Ombudsman Service (FOS). Details for escalation will be provided at this stage.

2.10 All complaints are recorded in the client’s file (where possible) and in a central database. Actions and outcomes are also documented for review.

2.11 Complaints are reviewed periodically to identify areas for improvement and implement necessary changes.

2.12 HomeFix Protect will utilize GABRIEL (Gathering Better Regulatory Information Electronically) to report complaint volumes in line with Financial Conduct Authority (FCA) requirements.

2.13 Any areas of concern or improvement identified through complaints will lead to remedial action.

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3.0 Compliments

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3.1 Compliments can initially be expressed verbally.

3.2 Compliments can be sent directly to an advisor using the contact details provided.

3.3 Compliments can also be directed via:
Phone: +44 (0) 152 791 0310
Email: support@homefixprotect.co.uk
Post:
HOME FIX PROTECT LTD
Base Point, Bromsgrove Enterprise Park, Isidore Road, Bromsgrove, United Kingdom, B60 3ET