1.0 Your Home Cover Complaints Procedure

1.1 Your Home Cover is committed to giving you the highest standards of service and customer care. If a client or service provider does not think we have succeeded in achieving this we encourage their feedback to enable us to rectify any concerns and improve upon services. A complaint is considered to be treated as a complaint when an expression of dissatisfaction is expressed in writing by the client or on behalf of the client.

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2.0 Procedure

2.1 Complaints can initially be expressed verbally, however, a formal complaint will need to be confirmed in writing by the complainant.

2.2 Complaints need to be directed to our Compliance Manager Md Amir Khan and can be either e-mailed or posted to the following:

2.3 Your Home Cover

Your Home Cover Limited, 31 Bridge Street, Hitchin, England, SG5 2DF.

2.4 info@yourhome-cover.co.uk

2.5 Your Home Cover staff are aware of the complaints procedure and will guide complainants through the formal review process should that be appropriate.

2.6 Complainants are encouraged to provide details about themselves so that we can directly attempt to redress the potential problem, however, anonymous complainants will be considered with equal value and will be used to make future service improvements where required.

2.7 Complainants are also encouraged to advise Your Home Cover and in regards to what action they would like us to take to resolve their complaint.

2.8 Upon receipt of the formal complaint, Your Home Cover will issue an acknowledgment within a timescale of 5 working days.

2.9 Your Home Cover aims to start an investigation on the complaint upon receipt and aims to respond to the complainant within a timescale of 4 weeks. If Your Home Cover are unable to meet this timescale an update will still be sent to the complaint to ensure they are aware of the complaint’s progress.

2.10 Your Home Cover aims to send a final response within a timescale of 8 weeks of receiving the formal complaint. If Your Home Cover is unable to meet this timescale an update will still be sent to the complainant to ensure they are aware of the complaints progress.

2.11 Your Home Cover take more than 8 weeks after receiving the complaint to reply to the complainant, or the complainant does not think the Your Home Cover outcome has resolved the complaint, Your Home Cover advises the complainant to take further action with the Financial Ombudsman Service (FOS) and provides details of how to do so.

2.12 Your Home Cover record all complaints on the client’s file where possible and also within a central database. Actions and outcomes of these complaints are also recorded.

2.13 Any complaints to Your Home Cover will be reviewed and will be used to make future service improvements where required.

2.14 Your Home Cover will use GABRIEL (Gathering Better Regulatory Information Electronically) as required by the Financial Conduct Authority (FCA) to report on volumes of complaints.

2.15 Should complaints to Your Home Cover highlight any particular areas of concern/improvement, necessary remedial action will be taken.

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3.0 Compliments

3.1 Compliments can initially be expressed verbally.

3.2 Compliments can be sent directly to the adviser via the contact details provided

3.3 Compliments can also be directed to:

By email info@yourhome-cover.co.uk, or by post at Your Home Cover Limited, 31 Bridge Street, Hitchin, England, SG5 2DF.

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