Complaint process

We always aim to provide our customers with the best possible service, but unfortunately, sometimes things can go wrong.

Letting us know when you're unhappy with your experience gives us the opportunity to put things right and make sure we continue to improve to deliver the best possible service in the future.

The below summarises the six steps of our complaints handling process:

Step 1: Contacting us

For BOXT Products

There are easy ways to contact us:

  • Call our Customer Service Department on 0800 193 7777
  • Send us an email to [email protected]
  • Use the ‘Help’ page on our website to start a live chat or request a callback
  • Write to us at:

Customer Service Department
BOXT Limited
3320 Century Way
Thorpe Park
Colton
LEEDS
LS15 8ZB

For HomeServe Finance Agreements

There are easy ways to contact us:

HomeServe Finance Limited
3310 Century Way
Thorpe Park
Colton
LEEDS
LS15 8ZB

Step 2: Acknowledging your complaint

Once we’ve received your complaint, we will contact you within 5 working days of receipt of your complaint and let you know who will be dealing with your complaint and how we will handle it.

If a third party has raised the complaint on your behalf, we may contact you so that we know you are happy for us to contact the third party on your behalf.  We will then liaise with them, wherever possible.

Step 3: Investigating your complaint

We understand how important it is that we resolve this quickly for you, but to ensure we reach a fair outcome, we'll need to carry out a thorough investigation, which can take time. One of our trained Customer Relations Advisers will investigate your complaint.

They'll assess the details thoroughly, fairly and impartially to reach a decision. To help with their investigations they may need to contact you to ask for additional information.

Step 4: Keeping you updated on our progress

Our aim is to reach a conclusion within 8 weeks of receiving your complaint, but this will depend on the complexity of your case. If we've not resolved your complaint by this, time we'll ensure you're kept updated on the progress of our investigation.

Step 5: Informing you of our decision

We will always inform you of our decision in a final response email. This letter will detail all our findings and the rationale behind our decision. We'll always attempt to inform you of our decision over the phone if possible too.

If your complaint hasn't been resolved within 8 weeks from the date of receipt, we'll provide you with a written update on the progress of our investigation, explaining why we're not yet able to provide you with our final response.

Step 6: Ombudsman Services

Non-regulated activities

If we haven’t resolved your complaint within twelve weeks, you may be able to refer your complaint to The Dispute Resolution Ombudsman who offer an alternative dispute resolution service free of charge.  

If you want to contact them, you’ll need to do this within twelve months of us sending you a final response, or after the 12 week deadline is up, if you haven’t received a final response from us. We don’t consent to the waiving of our rights to take 12 weeks to investigate your complaint before you contact them.

If you do contact The Dispute Resolution Ombudsman and you don’t agree with their decision, then you retain your rights to go to court; but if you accept their decision, it then becomes binding on both of us. 

You can get in contact with them using the following information: 

Dispute Resolution Ombudsman
Premier House
First Floor
1-5 Argyle Way
Stevenage
SG1 2AD

Website:  wwwdisputeresolutionombudsman.org

Telephone: 0333 241 3209

Regulated activities

If 8 weeks have passed since you initially raised your complaint with us, or you're not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.  

The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms and can be used where you have made payment for a service via a Finance Agreement or entered a BOXT Life Agreement.

Please note that if you've got a complaint, you should always contact us first. The Ombudsman will only consider your case once you've attempted to resolve it directly with us first.

You've got a period of 6 months to refer your complaint to the Ombudsman. This starts from the date of the final response email that we send to you.

Here are the contact details of the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9 123

Email: [email protected]

Website: www.financial-ombudsman.org.uk