Our Policy:

Adopted on 1st March 2024

How to make a complaint:

Stage 1.

We aim to resolve complaints as quickly as possible and believe that, in most cases, complaints can be resolved informally. As such please contact us as soon as possible if you have a grievance.

If you contact us by telephone or in person, make a note of the person you have spoken to.

Make a note of any resolution offered immediately and whether you are satisfied with the outcome.

If you are not happy with the resolution offered, you may take the complaint to the formal stage.

Stage 2.

Record your complaint in by emailing to support@homesun.com. Or, you can send your complaint to HOMESUN HOLDINGS LIMITED, Company number 15056838, with registered office at 42 Berners Street, London, England, W1T 3NG. 

You will receive an acknowledgment within 5 working days of receipt of your written complaint.

Please include your telephone number and email address. We may contact you by telephone to ensure that we have understood your complaint properly. 

Your complaint will be recorded in our complaints’ log and assigned for investigation.

You will receive a detailed response within 14 working days of receipt of your complaint, unless the investigation takes longer, which may involve a site visit. In which case you will receive a progress report and an expected date for when you will receive a final reply. This will be no longer than 14 working days later.

Stage 3.

In the event of an unresolvable issue, You can refer Your case to The Ombudsman. The Ombudsman is entirely independent and their role is to investigate complaints that individuals have been treated unfairly or have received poor service. You can find more information at www.ombudsman-services.org.