FAQs

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How do I make a complaint?


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, 29 Thames Street, Kingston upon Thames, KT1 1PH, by e-mail on complaints@homeprotect.co.uk 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

About our regulators – the FCA

Avantia is regulated by an independent financial services watchdog, the Financial Conduct Authority (FCA). You can check our regulatory status on the FCA’s site register.fca.org.uk, or give them a call on 0333 500 0597. Our firm registration number is 304432.

Complaints publication report

At HomeProtect we want our customers to receive the service and the support that they require.

We strongly believe that service is one of the key drivers of a business which is why complaints from HomeProtect customers are treated seriously. Complaints data is shared with senior management to help continuously improve the products and services we offer.

If any of our customers are not satisfied with our service or products, we have a robust complaints procedure by which issues are thoroughly investigated and reviewed.

Company Data

Avantia Insurance Limited (trading as HomeProtect) – Financial Conduct Authority half yearly report 1 July 2017-31 December 2017

Product/service grouping Number of complaints opened by volume of business (Intermediation within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Insurance and pure protection 8.46 per 1,000 policies sold 634 631 75% 23% 25.71% General admin/ customer service – (Delays/ timescales)

View this data as a pdf

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