COMPLAINTS HANDLING PROCEDURE – HOME ASSIST 365 LTD
Last Updated: January 2026
OUR COMMITMENT TO YOU
At Home Assist 365 Ltd, we are committed to providing excellent customer service in all aspects of our business. Your views are important to us and we value your feedback.
If we do not deliver the high standard of service you expect, or if we make a mistake, we want to know about it. We will take your complaint seriously, investigate it thoroughly, and try to resolve the problem as quickly and fairly as possible.
This procedure explains how we handle complaints and what you can expect when you raise a concern with us.
WHAT IS A COMPLAINT?
A complaint is any expression of dissatisfaction with our service, whether justified or not. This includes complaints about:
- The quality of work carried out • Delays in service delivery • Poor customer service or communication • Errors in invoicing or pricing • Failure to meet our commitments • Behaviour or conduct of our staff or engineers • Finance application handling • Data protection or privacy concerns • Any other aspect of our service
You have the right to complain if you believe we have: • Failed to provide the service you expected • Made an error or mistake • Caused you inconvenience, distress, or financial loss • Not followed our own procedures or policies • Breached our contract with you • Treated you unfairly
TYPES OF COMPLAINTS WE HANDLE
This complaints procedure covers all complaints relating to:
General Service Complaints: • Boiler installations, repairs, and servicing • Gas safety inspections and certificates • Central heating work • Plumbing services • Customer service and communication • Pricing and invoicing • Appointment scheduling and timekeeping • Quality of workmanship • Engineer conduct and professionalism
Finance-Related Complaints: • Finance application process • Information provided about finance options • Delays in finance processing • Disputes about finance terms or conditions • Conduct during finance sales process • Data handling in relation to finance applications
Regulatory and Legal Complaints: • Gas safety concerns • Data protection and privacy issues • Compliance with regulations • Contractual disputes
INFORMAL RESOLUTION – SPEAK TO US FIRST
Before making a formal complaint, we encourage you to speak with us informally. Many issues can be resolved quickly through a simple conversation.
You can contact us immediately by:
Telephone: 0117 9474040 (Monday to Friday, 8am – 6pm; Saturday, 9am – 5pm) Email: helpdesk@homeassist365.co.uk In Person: Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN
Our team will: • Listen to your concerns • Try to resolve the issue immediately • Apologise if we have made a mistake • Explain what went wrong and what we will do to put it right • Take immediate action where possible
If we can resolve your concern immediately, we will do so. If the matter requires further investigation, we will register it as a formal complaint and follow the procedure below.
FORMAL COMPLAINTS PROCEDURE
If your concern cannot be resolved informally, or if you wish to make a formal complaint, please follow these steps:
STEP 1: SUBMIT YOUR COMPLAINT
Please contact us at your earliest convenience with the following information:
Essential Information: • Your full name • Your address (including the property where work was carried out if different from your home address) • Your telephone number (daytime and/or mobile) • Your email address (if you have one)
Details of Your Complaint: • Date(s) of the service or incident you are complaining about • Invoice or job reference number (if available) • Name of the engineer or staff member involved (if known) • A clear description of what went wrong • How the issue has affected you • What outcome or resolution you are seeking • Copies of any relevant documents (invoices, quotations, correspondence, photographs)
Previous Correspondence: • Details of any previous contact you’ve had with us about this issue • Copies of emails, letters, or notes from phone calls • Details of any informal attempts to resolve the matter
The more information you provide, the faster and more effectively we can investigate and resolve your complaint.
How to Submit Your Complaint:
In Writing: Complaints Department Home Assist 365 Ltd Henleaze Business Centre Harbury Road Bristol BS9 4PN
By Email: helpdesk@homeassist365.co.uk (Please use subject line: “FORMAL COMPLAINT – [Your Name]”)
By Telephone: 0117 9474040 (Ask to speak to the Complaints Manager or leave a message requesting a call back)
In Person: Visit our office at Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN during business hours (Monday to Friday, 8am – 6pm)
We will try to give you an answer there and then when you first contact us. However, if this is not possible, we will take full details from you and arrange for the problem to be investigated thoroughly.
STEP 2: ACKNOWLEDGEMENT OF YOUR COMPLAINT
What happens next:
Within 2 Working Days: We will acknowledge receipt of your complaint by: • Email (if you have provided an email address), or • Letter (if you have not provided an email address), or • Telephone call (for urgent complaints)
Our acknowledgement will include: • A unique complaint reference number (please quote this in all future correspondence) • The name and contact details of the person handling your complaint • Confirmation of the details of your complaint as we understand them • An explanation of our complaints process • An estimated timeframe for our response • What you can expect next
If we need more information: • We will contact you to request additional details • We will explain what information we need and why • We will agree a timeframe for you to provide this information
STEP 3: INVESTIGATION
We will investigate your complaint thoroughly and impartially. This will involve:
Gathering Evidence: • Reviewing job records, engineer notes, and service history • Examining photographs, invoices, and correspondence • Listening to recorded phone calls (if applicable and with your consent) • Inspecting the work carried out (if necessary) • Obtaining statements from staff or engineers involved
Assessment: • Evaluating what went wrong and why • Determining whether we met our contractual obligations • Assessing whether our service met reasonable standards • Identifying any errors, failures, or shortcomings • Considering the impact on you
Fair and Impartial Review: • Your complaint will be reviewed by someone independent of the original service • We will consider your perspective and our findings objectively • We will assess the complaint against our policies, procedures, and regulatory requirements • We will not dismiss your complaint without proper investigation
STEP 4: RESOLUTION AND RESPONSE
Initial Response (Within 3 Working Days): For straightforward complaints, we will aim to provide a resolution within 3 working days of receiving your complaint.
This may involve: • A phone call to discuss the issue and agree a resolution • A visit to inspect the work and rectify any problems • An email confirming the actions we will take • An immediate remedy or compensation offer
Final Response (Within 4 Weeks): If your complaint requires more in-depth investigation, we aim to provide our final response within four weeks (28 calendar days) of receiving your complaint.
If we cannot meet this deadline: • We will contact you before the four-week deadline • We will explain the reasons for the delay • We will inform you when you can expect our final response • We will keep you updated on the progress of our investigation • We will provide a final deadline for our response (which will not exceed 8 weeks from the date you first complained)
Our Final Response Will Include:
A Summary of Your Complaint: • Our understanding of the issue(s) you have raised • The key facts and timeline of events
Our Findings: • What our investigation revealed • What went wrong and why • Whether we accept responsibility (in full or in part) • Our assessment of your complaint
Our Decision: • Whether we uphold your complaint (fully or partially) • Our reasons for this decision • Reference to any relevant policies, procedures, or terms and conditions
Resolution and Remedy: • What action we will take to put things right • What we will do to prevent the issue recurring • Any compensation, refund, or goodwill gesture we are offering
Next Steps: • What will happen next • Any timescales for completion of remedial work • Your right to escalate the complaint if you are not satisfied
Contact Details: • Who to contact if you have questions about our response • How to escalate your complaint if you remain dissatisfied
STEP 5: POSSIBLE OUTCOMES AND REMEDIES
Depending on the nature and circumstances of your complaint, we may offer one or more of the following remedies:
Apology: • A sincere apology for any error, failure, or poor service • An explanation of what went wrong • Acknowledgement of the impact on you
Corrective Action: • Remedial work to be carried out free of charge • Re-attendance to complete or correct work • Replacement of faulty parts or equipment • Completion of work that was not done properly
Financial Remedy: • Full or partial refund of charges paid • Reduction in invoice amount • Waiver of outstanding charges • Reimbursement of costs incurred as a result of our error (e.g., hotel costs if you had no heating) • Compensation for inconvenience, distress, or financial loss
Service Credits or Goodwill Gestures: • Discount on future services • Free annual service or gas safety check • Extended warranty or guarantee • Priority booking for future work
Procedural Improvements: • Changes to our processes to prevent recurrence • Additional training for staff • Updates to our policies or procedures • Enhanced quality control measures
What We Cannot Offer: • Compensation that is disproportionate to the issue • Remedies for issues outside our control • Refunds for work completed to a satisfactory standard • Compensation for general inconvenience where we have met our obligations
Acceptance of Our Offer: • If you accept our offer, we will ask you to confirm this in writing • We will then implement the agreed remedy within the timescales specified • Acceptance of our offer does not affect your statutory rights or your right to take legal action if you wish
STEP 6: IF YOU ARE NOT SATISFIED WITH OUR RESPONSE
We hope to resolve all complaints to your satisfaction. However, if you are not happy with our response, you have further options:
Internal Escalation:
If you are dissatisfied with our initial response, you can request that your complaint be escalated to our Director.
Contact: Shaun Downton, Director Home Assist 365 Ltd Henleaze Business Centre Harbury Road Bristol BS9 4PN
Email: helpdesk@homeassist365.co.uk (Subject: “ESCALATED COMPLAINT – [Your Name]”)
The Director will: • Review your complaint independently • Consider all the evidence and our previous response • Provide a final decision within 10 working days • Confirm whether our original decision stands or offer an alternative resolution
STEP 7: EXTERNAL DISPUTE RESOLUTION
If you remain dissatisfied after exhausting our internal complaints procedure, or if eight weeks have passed since you first complained and we have not sent you our final response, you may have the right to refer your case to an external organisation.
FOR GENERAL SERVICE COMPLAINTS:
Citizens Advice Consumer Service: Telephone: 0808 223 1133 Website: www.citizensadvice.org.uk/consumer
They can provide free, independent advice on consumer rights and may refer your case to Trading Standards if appropriate.
Alternative Dispute Resolution (ADR): You may be able to use an ADR scheme to resolve your dispute. ADR is a free, independent service that can help resolve disputes without going to court.
For heating and plumbing services, you may be able to use: • The Dispute Resolution Ombudsman: www.disputeresolutionombudsman.org • ProMediate: www.promediate.co.uk
Please note: Not all complaints are eligible for ADR. The ADR provider will confirm whether they can assist with your specific complaint.
Gas Safe Register (for gas safety concerns): If your complaint relates to gas safety, you can also contact:
Gas Safe Register Telephone: 0800 408 5500 Website: www.gassaferegister.co.uk
They can investigate serious gas safety concerns and take enforcement action if necessary.
Trading Standards: If you believe we have breached consumer protection law, you can report this to your local Trading Standards office via Citizens Advice.
Small Claims Court: You have the right to take legal action through the courts at any time. For claims up to £10,000, you can use the Small Claims Court, which is designed to be accessible without legal representation.
Small Claims Court: www.gov.uk/make-court-claim-for-money
We recommend seeking independent legal advice before taking court action.
FOR FINANCE-RELATED COMPLAINTS:
If your complaint relates to our finance services (such as how we handled your finance application or the information we provided about finance options), and you are not satisfied with our final response, you have the right to refer your case to the Financial Ombudsman Service.
The Financial Ombudsman Service (FOS):
The FOS is a free, independent service that resolves disputes between consumers and financial services businesses.
You can contact them in one of the following ways:
In Writing: The Financial Ombudsman Service Exchange Tower London E14 9SR
By Telephone: 0800 023 4567 (free from landlines and mobiles) 0300 123 9123 (alternative number)
By Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Online Complaint Form: You can submit your complaint online at: www.financial-ombudsman.org.uk/consumers/how-to-complain
What the FOS can do: • Investigate your complaint independently • Consider evidence from both parties • Make a fair and impartial decision • The Financial Ombudsman Service may award compensation within the limits applying at the time the complaint is considered. Current award limits are published by the Financial Ombudsman Service • Make binding decisions (if you accept their decision, we must comply)
Important Deadlines:
You must refer your complaint to the Financial Ombudsman Service: • Within six months of receiving our final response, OR • Within six years of the event you are complaining about, OR • Within three years of when you first became aware (or should reasonably have become aware) that you had cause to complain
If you miss these deadlines, the FOS may not be able to consider your complaint.
Eligibility: The FOS can only consider complaints from eligible individuals (consumers, micro-enterprises, small charities, and trustees of small trusts). If you are unsure whether you are eligible, contact the FOS directly.
Our FCA Registration: Home Assist 365 Ltd (FRN: 971539) are an appointed representative of Koze Group Ltd. Koze Group Ltd are authorised and regulated by the Financial Conduct Authority (FRN 811281).
COMPLAINTS ABOUT A FINANCE PROVIDER:
If your complaint concerns the lender or the finance agreement itself, please contact the lender named on your finance agreement using the contact details provided in that agreement. If your complaint concerns the credit-broking service provided by Home Assist 365 Ltd, please contact us using the complaints details above.
FOR DATA PROTECTION COMPLAINTS:
If your complaint relates to how we have handled your personal data, and you are not satisfied with our response, you can complain to:
Information Commissioner’s Office (ICO):
The ICO is the UK’s independent regulator for data protection and privacy.
Website: www.ico.org.uk/make-a-complaint Telephone: 0303 123 1113
Address: Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF
The ICO can investigate data protection complaints and take enforcement action if we have breached data protection law.
WHAT WE WILL LEARN FROM YOUR COMPLAINT
We view complaints as valuable feedback that helps us improve our services. When we receive a complaint, we will:
Immediate Action: • Address the specific issue raised • Take steps to prevent immediate recurrence • Ensure the customer is satisfied with the resolution
Analysis and Review: • Record all complaints in our complaints register • Categorise complaints by type, cause, and department • Identify patterns or recurring issues • Analyse root causes
Continuous Improvement: • Use complaints data to improve our processes and procedures • Provide additional training to staff where needed • Update our policies and quality control measures • Share lessons learned across the business
Management Reporting: • Report complaints data to senior management monthly • Review trends and themes quarterly • Use complaints data to inform strategic decisions • Monitor the effectiveness of improvements made
Your complaint will help us provide better service to you and all our customers in the future.
RECORD KEEPING AND CONFIDENTIALITY
We will keep a record of your complaint for a minimum of six years. This includes:
- Details of your complaint • All correspondence and communications • Evidence gathered during investigation • Our findings and decision • The outcome and any remedy provided • Records of any follow-up actions
All complaint records are held securely and confidentially in accordance with: • UK General Data Protection Regulation (UK GDPR) • Data Protection Act 2018 • Our Privacy Policy
Your complaint information will only be accessed by: • Staff handling your complaint • Management reviewing complaints data (anonymised where possible) • Regulatory authorities if required by law • External dispute resolution services (if you escalate your complaint)
We will not share your complaint details with third parties without your consent, except where required by law or regulation.
UNREASONABLE OR VEXATIOUS COMPLAINTS
We are committed to handling all complaints fairly and with respect. However, we reserve the right to take action in cases of unreasonable or vexatious behaviour.
Examples of unreasonable behaviour: • Abusive, threatening, or harassing language towards our staff • Persistent complaints about the same issue after a final decision has been made and all internal and external review options have been exhausted • Clearly unfounded or malicious complaints • Excessive or obsessive correspondence • Refusal to accept documented evidence or reasonable explanations • Demands for responses within unreasonable timeframes • Complaints designed to cause disruption rather than seek genuine resolution
If we consider a complaint to be unreasonable or vexatious: • We will write to you explaining our concerns • We will give you an opportunity to modify your approach • We may limit contact to writing only • We may restrict the number of contacts we accept • In extreme cases, we may decline to investigate further
This does not affect your right to refer your complaint to an external dispute resolution service or to take legal action.
YOUR RIGHTS ARE NOT AFFECTED
Making a complaint does not affect your legal rights as a consumer under: • Consumer Rights Act 2015 • Consumer Contracts Regulations 2013 • Supply of Goods and Services Act 1982 • Other consumer protection legislation
You have the right to: • Seek independent legal advice at any time • Take legal action through the courts • Report serious safety concerns to Gas Safe Register or the Health and Safety Executive • Report unfair trading practices to Trading Standards • Refer the matter to your local Citizens Advice Bureau
Nothing in this complaints procedure removes or limits these rights.
SUPPORT AND ASSISTANCE
If you need help making a complaint:
Language Support: If English is not your first language, we can arrange translation or interpretation services. Please let us know what language support you need.
Accessibility: If you have a disability or accessibility requirement, we can provide: • Large print documents • Alternative formats (audio, braille, etc.) • Face-to-face meetings • Support from a representative or advocate
You are welcome to bring a friend, family member, or advocate to any meetings about your complaint.
Vulnerable Customers: If you are in vulnerable circumstances, please let us know so we can provide appropriate support. See our Vulnerable Customer Policy for more information.
Independent Advice: You can seek free, independent advice from: • Citizens Advice: 0808 223 1133 or www.citizensadvice.org.uk • Consumer helpline: 0808 223 1133
CONTACT INFORMATION
For all complaints:
Home Assist 365 Ltd Henleaze Business Centre Harbury Road Bristol BS9 4PN
Telephone: 0117 9474040 Email: helpdesk@homeassist365.co.uk
Company Registration Number: 11955704 Gas Safe Registration Number: 632778 FCA Firm Reference Number: 971539
Office Hours: Monday to Friday: 8am – 6pm Saturday: 9am – 5pm Sunday: Closed (Emergency callouts available)
POLICY REVIEW
This Complaints Handling Procedure is reviewed annually to ensure it remains effective and compliant with current regulations.
Last Updated: January 2026 Next Review Due: January 2027
We are committed to resolving all complaints fairly, efficiently, and to your satisfaction wherever possible.
Thank you for bringing any concerns to our attention. Your feedback helps us improve our service for everyone.
END OF COMPLAINTS HANDLING PROCEDURE