Complaints Policy
We take every complaint seriously. This policy explains how to raise a complaint, how we handle it, and the independent routes available if we cannot resolve it to your satisfaction.
Complaints Policy
24/7 Home & Maintenance Solutions Ltd · Company No. 15427532 · Last updated: 24 August 2026
Our Commitment
24/7 Home & Maintenance Solutions Ltd is committed to delivering excellent service. We take every complaint seriously and aim to resolve all complaints promptly, fairly, and transparently. We will never disadvantage a customer for raising a complaint — your right to cancel or receive service is not affected by making a complaint.
Our Principles
Accessible
Easy to raise by phone, email, or post — no special forms required.
Timely
Acknowledged within 2 working days; final response within 10 working days.
Fair & Impartial
Every complaint investigated by a senior team member, independent of the original transaction.
No Disadvantage
Raising a complaint never affects your right to cancel or your service coverage.
How to Make a Complaint
You may raise a complaint through any of the channels below. No special form is required.
Please include your full name, agreement reference, registered property address, and a clear description of the issue and your preferred outcome. You may nominate a representative to act on your behalf — please confirm this in writing.
Our Process & Timeframes
Contact Us
AnytimeRaise your complaint by phone, email, or post. Please provide your full name, agreement reference, and a clear description of the issue.
Acknowledgement
Within 2 working daysWe acknowledge every complaint in writing within 2 working days of receipt, confirming who is handling your case and the expected resolution timeline.
Investigation
Within 10 working daysA senior member of our team investigates your complaint thoroughly. We aim to provide a full written final response within 10 working days of acknowledgement.
Resolution
Final responseWhere we are at fault, we set out the remedy — which may include an apology, a refund, a goodwill gesture, or remedial work at no cost. We confirm the outcome in writing.
Escalation
If unresolvedIf you remain dissatisfied, you may seek independent resolution through the courts or a certified Alternative Dispute Resolution (ADR) provider. As a service contract (not insurance), FCA/FOS routes do not apply.
Complex cases may occasionally take longer than 10 working days. Where this occurs, we will keep you updated in writing with a revised timeframe and the reasons for any delay.
Possible Remedies
Where we are at fault, we set out the appropriate remedy in writing. Depending on the nature of the complaint, this may include:
- A full or partial refund
- An apology and clear explanation
- Remedial or repeat repair work at no cost
- A goodwill gesture (e.g. a fee credit)
- A change to how we deliver your service
- Waiver of a relevant administration fee
Refunds are returned to the original payment method. Direct Debit refunds are processed via GoCardless; card refunds via Stripe. Typical timeframe: 3–10 business days.
Direct Debit & Payment Disputes
If you believe a Direct Debit payment has been collected in error, you are entitled to an immediate refund from your bank under the Bacs Direct Debit Guarantee — contact your bank or building society directly. Please also notify us so we can investigate and prevent recurrence. See our Direct Debit Guarantee.
For card payment disputes, please contact us in the first instance. We will work with you and our card processor (Stripe) to resolve the matter. You also retain the right to raise a chargeback with your card issuer.
Escalation & Independent Resolution
If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you may seek independent resolution:
Alternative Dispute Resolution (ADR): Through a certified ADR provider. We will consider using ADR where a complaint cannot be resolved through our internal process.
Courts: You may pursue your claim through the courts of England and Wales.
Important: Our service agreements are service contracts, not insurance policies. We are not authorised or regulated by the Financial Conduct Authority (FCA). Therefore, the Financial Ombudsman Service (FOS) does not have jurisdiction over our service agreements. This does not affect your statutory consumer rights under UK law.
How We Use Your Information
Information you provide when making a complaint is handled in line with our Privacy Policy and the UK GDPR / Data Protection Act 2018. We use it solely to investigate and resolve your complaint. Complaint records are retained for a minimum of 3 years for regulatory and quality purposes.
Learning & Improvement
We record and review all complaints to identify trends and improve our service. Recurring issues trigger a root-cause review and process improvements. Our complaints data is available to regulatory bodies and payment scheme providers on request.
Need to raise a complaint?
Our team is here to help. Contact us through any of the channels above and we will acknowledge your complaint within 2 working days.
24/7 Home & Maintenance Solutions Ltd · Company No. 15427532
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ · 0800 102 6905 · info@247homemaintenancesolutions.co.uk
This is a service agreement — not an insurance contract. 24/7 HMS is not regulated by the Financial Conduct Authority as an insurer.