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What should I do if I have a complaint?

If you’re unhappy with any part of your Homebox service, please let us know so we can put things right quickly. You can raise a complaint by following our Complaints Code of Practice

How to make a complaint

If you are unhappy with a Homebox service, you can make a complaint and we will handle it in line with our Complaints Code of Practice. (View the full code of practice)

Steps to follow:

  1. Contact us directly – If possible, raise your concern with the Homebox team via email, phone, or through your account. Often we can resolve the issue quickly.

  2. Provide details – Include your name, address, account information, and a clear description of your complaint. Attach any supporting documents if relevant.

  3. Follow the process – Once your complaint is received, it will be acknowledged and handled according to our Complaints Code of Practice.

  4. Resolution – We will aim to resolve complaints fairly and within the timescales set out in the code of practice.

Tip: Keep a copy of your complaint and any replies so you have a record of your communications.

Note: Following the formal complaints process ensures your complaint is reviewed by the right team and escalated if necessary.