How do I make a complaint about Insurance?

Insurance Complaints

In line with FCA requirements, we will provide a final response to your complaint within four weeks. If we are unable to do so, we will write to you explaining the reason for the delay and provide an update.

Insurance Complaints

At Homeground, we are committed to delivering the highest standards of service. We have established procedures to investigate and address insurance-related complaints. While we strive to meet the expectations of all our customers, we recognise that there may be occasions when we fall short.
If you have a complaint, we encourage you to contact us directly so that we can investigate and resolve the matter promptly. Our complaints procedure is designed to ensure a fair and efficient resolution.

How to Contact Us
You can contact Homeground using the following methods:

  • Email: insurance@homegroundonline.com
  • Post: HomeGround, PO Box 6433, London, W1A 2UZ
  • Telephone: Leave a message on our dedicated Appointed Representative phone line: 020 3966 2974

To help us investigate your complaint efficiently, please address your email or letter to the ‘Insurance Manager’. Kindly include the full property address with postcode related to your query, as well as your unique 12-character reference number.

 Our Commitment

  • We will aim to resolve your complaint within three working days and confirm this in writing.
  • If we are unable to resolve your complaint within three working days, we will acknowledge your complaint promptly and keep you informed of our progress.
  • We aim to provide a final response to your complaint within four weeks. If we are unable to do so, we will write to you explaining the reason for the delay and provide an update.
  • If your complaint remains unresolved after eight weeks, we will write to you again to explain the reason for the delay and advise you of your right to refer the matter to the Financial Ombudsman Service (if applicable).

Financial Ombudsman Service

If you are dissatisfied with our response, you may have the right to refer your complaint to the Financial Ombudsman Service. You can contact them using the following details:

Whether or not you choose to make a complaint to us or refer your complaint to the Financial Ombudsman Service, your statutory right to take legal action will not be affected.

HomeGround Management Limited - 18 December 2025