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0330 094 8301

If something’s gone wrong, we’re here to put things right and support you

We always want you to feel looked after, and if something hasn’t gone the way it should, we want to hear about it. Your feedback helps us put things right quickly and improve the service we give every customer.

Telling us about your complaint

To help us look into your complaint as quickly as possible, please include the following details when you contact us:

  • Your full name

  • Your policy number and postcode

  • The best way for us to contact you

  • A short summary of what's happened

Which area is your complaint related to?

We'll help you send your complaint to the right department, avoiding any delays in getting your issue looked into
Sale and administration
Home emergency claim handling
Handling of your appliance cover claim

What happens next

We’ll send an acknowledgement

We’ll be in touch within three working days to confirm we’ve received your complaint.

We’ll look into things for you

We’ll review everything you’ve told us and consider any feedback. If we need more information, we’ll get in touch.

We’ll keep you updated

If we’re not able to resolve your complaint within eight weeks, we’ll write to you to update you on our progress and explain what happens next.

Your rights

If you’re unhappy with the outcome of your complaint, you may be able to take your case to the Financial Ombudsman Service. Their service is free, and you’ll need to contact them within six months of receiving our final response

You can contact them at:

Email: complaint.info@financial-ombudsman.org.uk
Tel: 0800 023 4567
Address: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

Rob Morris

Nice friendly gas fitter! Completed the boiler service with care.

Janet Field

Very helpful, knowledgeable customer service....even got my annual premium down.

Stephen Goulding

Blocked drain - technician was on time,very professional and tidy

FAQs

  • You can submit a complaint using our online complaints form, which is the quickest way to get it to over to us.

    We’ll review what’s happened, and keep you in the loop.

  • To help us look into things quickly, please include:

    • Your full name

    • Policy number and postcode

    • The best way for us to contact you

    • A summary of what went wrong

    You can complete our complaints form for ease.

  • You can contact the Financial Ombudsman Service if your complaint is about an insurance product we provide. Their service is free, and you’ll need to contact them within six months of receiving our final response.

    Boiler services are not insurance products, so the Financial Ombudsman Service is unable to look into complaints about them. Our team will fully review your complaint and work with you to resolve things directly.

    Read more about your boiler service.

  • If you need support, you can reach us by phone, LiveChat, email, or post. Full details are on our Contact Us page, along with our opening hours.

  • Here’s what you can expect:

    1. We'll confirm we've received it

    2. We'll review everything fairly and carefully

    3. We'll keep you updated; especially if it takes longer than expected

    4. You'll receive a final written response once we've reached an outcome

Our plans

Resources

About us

Offers

© 2026 Home Emergency Assist Limited. All rights reserved.1.1.19

HEA is an Appointed Representative of Insure Group Limited which is authorised and regulated by the Financial Conduct Authority (FRN: 584710). HEA is a company registered in England (08279496). VAT registration number: 315 9487 76. Registered address: Arena Business Centre, Holyrood Close, Poole, Dorset, BH17 7FJ, UK.