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How to Complain to HomeServe
HomeServe says complaints are made through an online form on its website, which asks whether you are a policyholder and for a description of the problem. Its FAQ page says it aims to resolve complaints within 4 weeks, acknowledges them within 5 working days and sends a written progress update if the matter is still open at 8 weeks. If it is not put right, you can take it to Financial Ombudsman Service.
Your Rights
What the rules say, with a link to the official source for each.
Complaining to HomeServe
How to Complain
HomeServe says complaints are made through an online form on its website, which asks whether you are a policyholder and for a description of the problem. Its FAQ page says it aims to resolve complaints within 4 weeks, acknowledges them within 5 working days and sends a written progress update if the matter is still open at 8 weeks. source
When You Can Escalate
After 8 weeks, or if unhappy with the final response, within 6 months of the final response letter Scheme: Financial Ombudsman Service. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGo to Financial Ombudsman ServiceOr sooner if HomeServe sends a final (deadlock) response
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to HomeServe in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. Most are free; court claims have fees.
HomeServe Complaints
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Small Claims Court
A last resort if nothing else works. Citizens Advice explains when it is worth it.
Good to Know
Small things that make your complaint stronger.
HomeServe's FAQ says products that are not FCA-regulated may instead be referred to an alternative dispute resolution service.
Work must be done with reasonable care and skill and, if no time was agreed, within a reasonable time (Consumer Rights Act 2015).
Take dated photos of the problem, and keep the quote, contract, invoices and messages.
Do not pay the final balance until you are satisfied. If you must pay, say in writing that you are paying under protest.
Consumer Protection UK is independent and is not connected to HomeServe. This guide uses information published by HomeServe and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 4 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- homeserve.co.uk/send-us-complaint Checked 4 October 2026
- homeserve.co.uk/about/frequently-asked-questions Checked 4 October 2026