How do I make a complaint about Insurance?

Insurance Complaints

Homeground are committed to delivering the highest standards of service. Whilst we make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the requirements of our customers.

We therefore have in place procedures to investigate and remedy any areas of concern. Please note that your complaint may need to be dealt with under FCA Regulations and may therefore be referred to our FCA authorised and regulated Principal for these services, Arthur J. Gallagher Insurance Brokers Limited, for whom we are an Appointed Representative.

You can contact Homeground using the following methods:

  1. Email: insurance@homegroundonline.com
  2. Post: HomeGround, PO Box6433, London, W1A 2UZ
  3. Tel: Leave a message on our dedicated Appointed Representative phone line: 020 3301 2629

To help us investigate your complaint efficiently please address your email or letter to ‘Insurance Manager’. Please also make sure that you include the full property address with postcode to which the original query related, as well as your unique 12-digit reference number.

In such circumstances we promise:

  • To try and resolve the complaint within 3 working days and write to you confirming if we have done so.
  • To acknowledge promptly any complaints which have exceeded 3 working days.
  • To respond fully to your concerns or complaints within four weeks or less. If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly.
  • If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service (if applicable). To learn more about the Redress scheme offered by the FCA, please visit:

If you would like a physical copy of the leaflet, please let us know and we will send you one.

Financial Ombudsman Service

If you still feel that we have not been able to resolve the matter to your satisfaction, after this process you may have the right to refer your complaint to the Financial Ombudsman Service; the ways to contact are:

If you take any of the action above, it does not affect your statutory right to take legal action.

HomeGround Management Limited - 9 January 2019