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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.
The quickest way to help us resolve your complaint is by using the complaint form below.
Post: Homebox, PO Box 1404, Crawley, RH10 0SY
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 5 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
➤  Acknowledgement
We will send you an email to confirm we have received your complaint within 5 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.
E-money and payment service complaints
For complaints related to the provision of electronic money (e-money) and payment services from your e-money account, we will forward your complaint to the e-money issuer or their agent, who will have 15 working days from our notification to respond. This may be extended by up to 35 additional business days.
Insurance sales complaints
For complaints related to the sale of general insurance by Homebox, we will respond to your complaint within 8 weeks. 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 your right to raise your complaints with the Financial Ombudsman Service.
Other complaints
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 directly about the provision of your e-money account or payment service
• Advanced Rent where your complaint is directly about the sale of insurance by Homebox
Financial Ombudsman Service
Where your complaint is about the provision of any financial service, including your e-money account and the sale of insurance, you may raise your complaint with the Financial Ombudsman Service.
Please note that the Financial Ombudsman Service is limited to financial service complaints and is unlikely to be able to handle complaints related to bills management or general customer service. We will provide you with the relevant information within our final response.
You can find more information about the Financial Ombudsman Service here:  
financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet
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/