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

Depending on the nature of your complaint, please contact us as below.

If the complaint is regarding the sale of the policy please follow the instructions below.

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

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 is regarding the Claims process

Davies Group Limited handles the claims process on our behalf.

Please contact Davies Group Limited by;

• Telephoning Davies Group Ltd on 0330 058 0472

• Alternatively, you can ask Homelyfe Limited, 25 Christopher Street, Ground Floor, London, EC2A 2BS

Email: support@homelyfe.com to refer the matter on for you.

If your policy is underwritten by The Channel Managing Agency Ltd

If your complaint cannot be resolved by the end of the third working day, we will pass it to the underwriter of the policy Channel Managing Agency Ltd.

The Channel Managing Agency Ltd.
10 Lime Street
London
EC3M 7AA
Telephone: 0203 817 5070
E-mail: complaints@channel2015.com

If your policy is underwritten by Pen Underwriting Ltd

If your complaint cannot be resolved by the end of the third working day, we will pass it to the underwriter of the policy, Pen Underwriting Ltd.

Complaints Officer
Pen Underwriting
7th Floor Spectrum Building
55 Blythswood Street
Glasgow
G2 8JH
Telephone: 0141 285 3539
Email:pencomplaints@penunderwriting.com

Please quote your policy number in all correspondence so that your concerns may be dealt with
speedily. 

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