Complaints Policy

HOME ASSIST 365 LTD – COMPLAINTS POLICY

Last Updated: January 2026

OUR COMMITMENT TO YOU

At Home Assist 365 Ltd, we are committed to providing high-quality heating and plumbing services to all our customers. We value your feedback and take all complaints seriously.

This policy outlines how we handle complaints and what you can expect when you raise a concern with us.

HOW TO MAKE A COMPLAINT

If you are unhappy with any aspect of our service, please let us know as soon as possible. We want to resolve any issues quickly and fairly.

You can contact us:

By Phone: 0117 9474040 Monday to Friday: 8am – 6pm Saturday: 9am – 5pm

By Email: helpdesk@homeassist365.co.uk

By Post: Home Assist 365 Ltd Henleaze Business Centre Harbury Road Bristol BS9 4PN

In Person: Visit us at Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN during business hours

WHAT INFORMATION TO PROVIDE

To help us resolve your complaint quickly, please provide:

• Your name and contact details • Your address and postcode • Details of the service or work carried out • Date of the service or installation • Invoice or job reference number (if available) • A clear description of your complaint • What outcome you would like

The more information you can provide, the faster we can investigate and respond.

OUR COMPLAINTS PROCEDURE

STAGE 1: IMMEDIATE RESPONSE

When you first contact us with a complaint:

• We will acknowledge your complaint within 2 working days • We will provide you with a reference number for your complaint • We will explain who will be handling your complaint • We will confirm the expected timeframe for our response

STAGE 2: INVESTIGATION

We will:

• Thoroughly investigate your complaint • Review all relevant information, including job records, communications, and engineer reports • Contact you if we need any further information • Speak with any staff members involved • Assess what went wrong and why

STAGE 3: RESOLUTION

We aim to resolve all complaints within 10 working days.

We will contact you to:

• Explain our findings • Offer a resolution or remedy • Explain what steps we will take to prevent similar issues • Confirm our response in writing if requested

If your complaint is complex and requires more time to investigate, we will:

• Contact you within 10 working days to explain why • Provide regular updates on progress • Confirm a new timeframe for resolution

POSSIBLE OUTCOMES

Depending on the nature of your complaint, we may offer:

• An apology and explanation • Corrective work to be carried out free of charge • A partial or full refund • Compensation for any costs incurred due to our error • A goodwill gesture (such as a discount on future services) • Changes to our processes to prevent recurrence

We will always aim to find a fair and reasonable solution.

IF YOU ARE NOT SATISFIED WITH OUR RESPONSE

If you are unhappy with how we have handled your complaint or the outcome, you can:

STAGE 4: ESCALATION

Ask for your complaint to be escalated to our Director, Shaun Downton, who will review your complaint independently and respond within 10 working days.

Please address escalated complaints to: Shaun Downton, Director Home Assist 365 Ltd Henleaze Business Centre Harbury Road Bristol BS9 4PN

Or email: helpdesk@homeassist365.co.uk (marked for the attention of Shaun Downton)

ALTERNATIVE DISPUTE RESOLUTION

If we are unable to resolve your complaint to your satisfaction, you may refer it to an independent dispute resolution service.

For general heating and plumbing complaints: • Consumer Ombudsman (if applicable to your issue) • Citizens Advice Consumer Service: 0808 223 1133 or www.citizensadvice.org.uk

For Gas Safe related complaints: • Gas Safe Register: 0800 408 5500 or www.gassaferegister.co.uk

For trading standards issues: • Trading Standards: Contact your local authority

FINANCIAL COMPLAINTS

For questions or complaints about a finance agreement, please contact the lender named on your finance agreement. For complaints about the credit-broking service provided by Home Assist 365 Ltd, please follow our Complaints Handling Procedure.

Home Assist 365 Ltd (FRN: 971539) are an appointed representative of Koze Group Ltd, a credit broker not a lender. Koze Group Ltd are authorised and regulated by the Financial Conduct Authority (FRN 811281) registered in England (08357963).

RECORD KEEPING

We keep a record of all complaints for a minimum of 6 years, including:

• Details of the complaint • Our investigation findings • Actions taken • Outcome and resolution • Customer feedback

This helps us identify trends, improve our services, and prevent future issues.

LEARNING FROM COMPLAINTS

We view complaints as an opportunity to improve. We:

• Review all complaints regularly • Identify common issues or patterns • Implement changes to prevent recurrence • Provide additional training to staff where needed • Update our processes and procedures

Your feedback helps us serve you and all our customers better.

VEXATIOUS OR UNREASONABLE COMPLAINTS

We will always treat complaints seriously and with respect. However, we reserve the right to refuse to investigate complaints that are:

• Abusive, threatening, or harassing towards our staff • Repetitive complaints about the same issue after a final decision has been made • Clearly unfounded or malicious • Designed to cause disruption rather than seek resolution

In such cases, we will write to you explaining why we cannot pursue the complaint further.

YOUR RIGHTS

Making a complaint does not affect your legal rights as a consumer.

You have the right to:

• Take legal action if we have breached our contract with you • Seek independent legal advice • Report serious safety concerns to Gas Safe Register or Health & Safety Executive • Report unfair trading practices to Trading Standards

DATA PROTECTION

Any personal information you provide when making a complaint will be handled in accordance with our Privacy Policy and the UK General Data Protection Regulation (UK GDPR).

We will only use your information to:

• Investigate and respond to your complaint • Improve our services • Comply with legal obligations

Your information will not be shared with third parties except where necessary to investigate your complaint or where required by law.

CONTACT INFORMATION

Home Assist 365 Ltd

Phone: 0117 9474040 Email: helpdesk@homeassist365.co.uk Address: Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN

Gas Safe Registration No: 632778

Company Registration No: 11955704

Office Hours: Monday – Friday: 8am – 6pm Saturday: 9am – 5pm Sunday: Closed (Emergency callouts available)

POLICY REVIEW

This Complaints Policy is reviewed annually to ensure it remains effective and compliant with current regulations.

Last reviewed: January 2026 Next review due: January 2027

We value your custom and your feedback. If you have any questions about this Complaints Policy, please contact us.

Thank you for choosing Home Assist 365 Ltd.