How do I make a complaint about my Home Buyers Insurance Policy?

This article relates to our Home Buyer's Insurance policy

It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the Complaints Procedure below:

Complaints regarding the Sale of the Policy

Please contact us by;

• By writing to the Chief Customer Officer, Homelyfe Limited, 25 Christopher Street, Ground Floor, London, EC2A 2BS

• By emailing the Chief Customer Officer at support@homelyfe.com

• By telephoning us on 0330 058 0492

If your complaint cannot be resolved by the end of the third working day, we will pass it to the underwriter of the policy UK General:

Customer Relations Department UK General Insurance Limited, Cast House,,Old Mill Business Park Gibraltar Island Road, Leeds, LS10 1RJ

Tel: 0345 218 2685 Email: customerrelations@ukgeneral.co.uk

Complaints regarding the Claims process

Lexelle Ltd handles the claims process on our behalf.

Please contact Lexelle by;

• By writing to the Claims Manager at Lexelle Ltd, P.O. Box 4428, Sheffield, S9 9DD.

• By telephoning Lexelle on 0330 058 0462

In all correspondence please state that your insurance is provided by UK General Insurance Limited and quote scheme reference 06581A .

If your complaint cannot be resolved by the end of the third working day, Lexelle will pass it to the underwriter of the policy UK General:

Customer Relations Department UK General Insurance Limited, Cast House,,Old Mill Business Park Gibraltar Island Road, Leeds, LS10 1RJ

Tel: 0345 218 2685 Email: customerrelations@ukgeneral.co.uk

In both cases, if it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. You may contact the Financial Ombudsman Service at:

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

Tel: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

Online Dispute Resolution

If you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU) who have bought goods or services online, get their complaint resolved.

You can access the ODR Platform by going to the following link:

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage