If you’re unhappy about our product or services, for whatever reason, we’d like to put it right.

Making a complaint is easy, our customer relations manager can be contacted in writing by addressing: Customer Relations Manager, Homeprotect, CI tower, St George square, New Malden, KT3 4HG, by e-mail on [email protected] or by phone at 0330 660 1000. If we can’t resolve the complaint, then you may be able to escalate it to the financial ombudsman service. You can find full details about our complaints procedure within your policy schedule. 

As added protection for you, we’re covered by the financial services compensation scheme (FSCS). If we’re unable to meet our commitments, you may be able to claim compensation from the scheme. For further information about the FSCS, look at the FSCS website: fscs.org.uk

AVANTIA INSURANCE LIMITED (TRADING AS HOMEPROTECT) – FINANCIAL CONDUCT AUTHORITY HALF YEARLY REPORT 1 JULY 2023 – 31 DECEMBER 2023
Product/service groupingProvision (at reporting period end date)Number of complaints openedNumber of complaints closedPercentage closed within 3 daysPercentage closed after 3 days but within 8 weeksPercentage upheldMain cause of complaints opened
Insurance and pure protection1.16 per 1,000 policies in force33333371%28%67%General admin/ customer service
Premium Finance0.68 per 1,000 policies in force19518973%26%68%General admin/ customer service