Tell us when we get it wrong.

How to complain

Tell us in whatever way suits you. You do not need to use a form.

Telephone 0116 481 0899, email hello@homeadvantagecover.co.uk, or write to Home Advantage Cover Complaints, 9 Hemlock Close, Narborough, Leicester, LE19 3SZ.

What to tell us

• Your name and how you would like us to reply.
• Your membership number, if you have one, and the property postcode.
• What happened, and when.
• What you would like us to do to put it right.
• Any photos, messages or documents that help explain it.

What happens next

• We aim to acknowledge your complaint within two working days.
• We aim to give you a full response within ten working days where reasonably possible.
• If we need longer, for example to inspect work or speak to a provider, we will tell you why and when to expect our response.

If you are not happy with our response

Ask for your complaint to be reviewed by a director of AFS Plumbing and Heating Ltd. Our final response will tell you about any alternative dispute resolution or other complaint route we are required or prepared to use.

You can get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Your rights

Making a complaint does not affect your statutory rights, and none of these routes stops you going to court. Complaints about how we handle your personal information can also go to the Information Commissioner's Office.

Help with complaining

If you need help to make a complaint, for example because of a disability or language, tell us and we will make reasonable adjustments, such as taking it by phone and writing it down for you to check.