Need to make a complaint?

"Super service. Keeping me up to date with any changes. Friendly, helpful and knowledgeable staff."
- Verified customer, 10/11/23

"Great experience and you can call and speak to a real person if you have any questions. They came recommend."
- Verified customer, 09/11/23

"I would buy from HomeLet again, they were most helpful and efficient"
- Verified customer, 08/11/2023

"HomeLet is always happy to help with any queries and explain things if I have not understood any of the minor details. I've used HomeLet for many years."
- Verified Customer, 06/11/2023

"They were really friendly with great communication. Made me feel really at ease which is important as it was my first time moving out, couldn't have asked for better."
- Verified Customer, 02/11/2023

Complaints

HomeLet is committed to providing the highest standards of customer service. Whilst we work hard to achieve this, we recognise that there may be occasions when problems arise, and you can help us by telling us what you think of our service. We welcome all your comments, whether they're suggestions, compliments or complaints.

This page explains how to tell us about a problem, how we'll deal with your complaint and what to do if we can't resolve it for you.

View our Complaints publication report

How to complain to us

Many things can be sorted out by speaking to us directly, and often a phone call will usually be enough to put matters right, but if you prefer, you can make your complaint by email or in writing. Our Contact details are as follows:

Telephone: 0330 333 7126

Email: customer.experience@homelet.co.uk

Post: Customer Experience, HomeLet, Hestia House, Unit 2 Edgewest Road, Lincoln, LN6 7EL.

In order for us to deal with your complaint as quickly as possible, it will help us if you mark your correspondence “Complaint” and provide as much information as you can – for example, policy reference numbers, details of who you have been dealing with previously, how to get in touch with you and what you would like us to do to resolve the matter.

How we deal with your complaint

Your complaint will be passed to a team member who can best address the problem

If we can, we'll resolve your complaint immediately and confirm the action we've taken in writing.

If we're unable to resolve the matter to your satisfaction straight away, we'll commence an investigation and acknowledge your complaint in writing within five working days

If we've been unable to resolve your complaint within four weeks, we'll write to you again with details of the current position

If we've been unable to resolve your complaint within eight weeks, we'll write to you again, explaining the delay, what we're doing to help you and how you can refer your complaint to the Financial Ombudsman Service if you are eligible.

When we've completed our investigations, we'll issue a final response, setting out the action we're taking.

If you're not satisfied with the response, outcome or course of action proposed, you may be eligible to refer your complaint to The Financial Ombudsman Service if you wish.

The Financial Ombudsman Service is a free service which has been set up to resolve disputes between consumers, smaller firms, charities and trusts and financial firms. They can be contacted at:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 0234 567 – free to landline users, or 0300 1239 123 – free to most mobile users.

You must refer your complaint to the Financial Ombudsman Service within six months of us providing our final response

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