Complaints Procedure

What counts as a complaint?

A complaint is any form of contact from a customer, a person authorised on behalf of a customer, or potential customer who is not satisfied with our service.

How to make a complaint

If you have a complaint about any part of our service, we want to hear from you so we can put things right.

Call us: 0345 319 2247

Email us: complaints@247homerescue.co.uk

Write to us:

Customer Resolutions Department
247StayGreen Limited
Parkhill Business Centre
Padiham Road
Burnley
BB12 6TG

Alternatively, you can access our online complaints form on:

Make a Complaint

Resolving your complaint

If you’re unhappy with our service, we’re sorry and we’d like to put it right.

If we receive a complaint we will enter it onto our Complaints system, which will record the details of your complaint and enable us to track your complaint through to resolution.

We will retrieve all the necessary documentation relevant to your complaint, from our files and system. These documents will be read and considered, in conjunction with your complaint by one of our Customer resolution team.

We will endeavour to acknowledge, respond to and resolve your complaint straight away, which we consider to be within 3 business days after we received your complaint. We will send you a written acknowledgement. We may telephone you during the process to keep you up to date with our progress and you are encouraged to telephone your representative should you have any questions or queries.

The written acknowledgement will include:

  • A timescale for when we will correspond further if necessary, which we hope to be within 4 weeks, but will be no more than 8 weeks from the receipt of your complaint.
  • The name and contact details of the person handling your complaint.
  • A copy of our Customer Complaints Procedure.
  • A final response may also be included if we can settle your complaint straightaway, however if the complaint is settled within 3 working days a final response may not be necessary, but we will include a summary resolution communication which outlines the ombudsman details.

In the unlikely event that our investigations require longer than 8 weeks to complete, we will write to you to explain why we are not yet able to respond to your complaint and indicate when we will make further contact.

Once our investigations are complete, we will write to you with our response, this will be either a final response, or an offer letter, depending on the circumstances of your complaint.

A Final Response is:

Where we believe we have fully addressed your complaint.

An Offer Letter is:

Where we consider that you are entitled to some redress and believe that we have fully addressed your complaint. This will include a page for you to state your acceptance and return to us. We will then forward the agreed redress in a final response letter.

We will consider a complaint closed when:

  • We have sent you a final response.
  • You have indicated in writing that you accept our offer or response.
  • You fail to respond to our correspondence within 8 weeks from the date of our written response.

Citizens Advice Consumer Service To view the ‘Know Your Rights’ leaflet and for free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/consumer or call the Citizens Advice consumer helpline on 0345 404 0506.