Making a complaint

At CORGI HomePlan, we are committed to providing the highest level of customer care. However, if for any reason, we have not met your expectations or you are unhappy with a service, please let us know as soon as possible.

By telling us that you are unsatisfied with your experience, we can help to put things right and ensure we deliver the best possible service going forward.

Our promise to you is to fully and fairly investigate your complaint. Once we’ve heard from you, we will work with you to resolve it as quickly as we can.

Below, we will outline the best steps to making an official complaint:

How to contact the Complaints Team

Depending on your complaint, you will be able to contact our team in 3 simple ways. Here’s how you can contact us:

1. Write to us:

CORGI HomePlan Ltd
1 Masterton Park
South Castle Drive
Dunfermline
KY11 8NX

Please consider that when you are sending a letter or email to us, you should include your name, policy number and/or full address. This is to prevent any possible delays with us being able to respond to you.

2. Telephone: Give us a call on 0800 032 0657. The team is available 9am to 5pm, Monday to Friday.

3. Email: Send us an email to [email protected].

You will typically hear back from us within 48 hours of us receiving your complaint.

We have 8 weeks to issue a final response letter to you. However, we aim to resolve your complaint as soon as possible and we will keep you updated on the progress of your complaint right from the start.

What to do if you’re not happy with the outcome

We will do our best to help out by resolving your complaint fairly and quickly. Once we have completed an investigation, we will provide a final response letter outlining our decision and the reason behind it. We will ensure you are kept updated on the progress of your complaint throughout the investigation.

However, if you are not happy with our final response, or in the unlikely event that it’s more than 8 weeks since we’ve responded, you may escalate your complaint.

How do I escalate my complaint?
If you are unhappy with our final response you can escalate your complaint using one of the channels below:

Complaint Escalation For The Annual Boiler Service:

You can ask Utilities ADR to offer a dispute resolution service by contacting:

Utilities ADR
12 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW

Phone: 0203 598 7390
Email: [email protected]
Website: www.utilitiesadr.co.uk

Complaint Escalation for Boiler Insurance

If you have an Insurance Contract underwritten by RSA¹, you can ask the Financial Ombudsman Service to review your case.

If you have an Insurance Contract underwritten by OVO Insurance Services Ltd¹, and your complaint is about how your policy was arranged, you can ask the Financial Ombudsman Service to review your case.

The Financial Ombudsman Service is an independent body that arbitrates on complaints. Here’s how you can contact them:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Phone: 0800 023 4567
Textphone: 07860 027586
Email: [email protected]
Website: www.financial-ombudsman.org.uk

You have six months from the date of our final response letter to refer your complaint to the Financial Ombudsman Service.

If your Insurance Contract is underwritten by OVO Insurance Services Ltd¹ and your complaint is about an aspect other than the arrangement of your insurance, you can refer your complaint to the Channel Island Financial Ombudsman.

Here’s how you can contact them:

Channel Island Financial Ombudsman
PO Box 114
Jersey Channel Islands
JE4 9QG

Phone: 01481 722218
Email: [email protected]
Website: www.ci-fo.org

You have six months from the date of our final response letter to refer your complaint to the Channel Island Financial Ombudsman.

¹ Your Policy Documents will confirm who has underwritten your policy.

If you purchased a product or service online, you also have the option to visit the European Commission’s online dispute resolution platform which will help route your query or concern to CORGI HomePlan and/or the relevant ombudsman,

Please find our complaints data summary here. This has been published in accordance with the guidelines from the Financial Conduct Authority.

Your CORGI HomePlan policy is arranged and administered by CORGI HomePlan Ltd, a firm authorised and regulated by the Financial Conduct Authority under firm reference number 824122 to carry on insurance distribution. CORGI HomePlan Ltd is registered in Scotland (Company No. SC358475). Registered Office: 1 Masterton Park, South Castle Drive, Dunfermline, KY11 8NX.

The insurance policy is underwritten by OVO Insurance Services Ltd, a firm authorised and regulated by the Guernsey Financial Services Commission under reference number 2570126. OVO Insurance Services Ltd is registered in the Bailiwick of Guernsey under the Companies (Guernsey) Law 2008 (Company No. 67013). Registered office: PO Box 155, Mill Court, La Charroterie, St Peter Port, Guernsey, GY1 4ET.

CORGI HomePlan Ltd and OVO Insurance Services Ltd are part of OVO Group Ltd