Complaints
Our Complaints Handling Policy
Our service
Homebox aims to provide you with a service that is reliable and transparent. Should you feel that Homebox has not lived up to these ideals, we would be pleased to hear from you so that we can promptly address any issue you may be experiencing. Homebox is committed to addressing all complaints fairly, and efficiently, in order to reach a swift resolution.
Before making a complaint
Before making a formal complaint, we would love to hear from you so that we may address any concerns you may have. You can find all of our contact details at homebox.co.uk/contact
Making a complaint
If you have a complaint, please use the below channels, including as much information as possible. We will summarise your concerns by email and request that you confirm the details of your complaint.
Post: Homebox, PO Box 1404, Crawley, RH10 0SY
Email: support@homebox.co.uk
Phone: 020 8106 1894
Email: support@homebox.co.uk
Phone: 020 8106 1894
Please remember to include your name, address, phone number and email address and provide as much information as possible, including letting us know what has gone wrong and how you would like your complaint to be resolved.
What happens next?
Once we have received your complaint we will:
● acknowledge your complaint within 3 working days
● investigate your complaint fairly and impartially to understand what has happened
● send you our response sharing the outcome of our investigation; this may take between 15 working days and 8 weeks depending on the type of complaint.
● follow-up with you to confirm if you are satisfied with the outcome
● investigate your complaint fairly and impartially to understand what has happened
● send you our response sharing the outcome of our investigation; this may take between 15 working days and 8 weeks depending on the type of complaint.
● follow-up with you to confirm if you are satisfied with the outcome
Acknowledgement
We will send you an email to confirm we have received your complaint within 3 working days.
Our acknowledgement will also confirm your complaint reference and the expected timeframe to resolve your complaint. Where we have been able to resolve your complaint within 3 working days we will instead send you a summary response confirming the outcome.
If you don't receive a confirmation within 1 week from sending your complaint, please reach out to support@homebox.co.uk
Investigation
We investigate each complaint fairly and impartially, which may involve contacting you for additional information to make sure we fully understand your concerns.
We will review all relevant documentation, regulations and terms to determine whether your complaint should be accepted and any redress that may be appropriate. We will update you on the progress of your complaint regularly, and no less than every 15 working days.
Resolution
We will provide you with a final response which will outline our decision to accept or reject your complaint.
We will clearly explain our assessment of the complaint and any offer of remedial action or redress.
For complaints related to the provision of electronic money (e-money) and payments from your e-money account, we will respond to your complaint within 15 working days. Where we are unable to provide you with a final response within this timescale, we will send you a holding response outlining the reasons for the delay and the deadline for our response which must be within 35 additional business days.
For all other complaints, we will respond to your complaint within 8 weeks, however, we always aim to respond promptly, generally within 15 working days.
Follow-up
Once the complaint is resolved or we have issued you with a final response, we will follow up to ensure you are satisfied with the outcome.
We sincerely hope that we will be able to resolve any complaints at first point resolution, however you may escalate your complaint if you do not feel your complaint is satisfactorily resolved to one of the following, depending on the nature of your complaint:
• Homebox Senior Management
• Modulr where your complaint is about the provision of your e-money account
• Financial Ombudsman Service where your complaint is about the provision of any financial service, including your e-money account.
• Modulr where your complaint is about the provision of your e-money account
• Financial Ombudsman Service where your complaint is about the provision of any financial service, including your e-money account.
We will provide you with the relevant information within our final response.
Getting help to make a complaint
I have a vulnerability or disability, who can help me?
If you wish to have someone else contact us on your behalf about your complaint, then we can add an authorised person to your account. To add an authorised person, firstly the account holder needs to contact us to request to have the person authorised.
We can also accept a valid Lasting Power of Attorney document appointing the authorised person to act on your behalf for financial matters.
I need help making a complaint
You can seek independent advice on how to make a complaint including access to a complaint template letter from the Citizens Advice Consumer Service. You can find more information about how Citizens Advice can help you, and their contact details at: https://www.citizensadvice.org.uk/consumer/