Complaints
If we’ve got it wrong,
say so.
We’d rather hear it than not. Tell us what happened, and we’ll tell you who’s dealing with it and when you’ll have an answer. The timescales below are the ones we hold ourselves to.
Rather talk? 0203 606 0916, Monday to Friday, 9am to 6pm. Or email info@fixithomecare.co.uk.
What happens
Three steps, with dates on them.
- 1
Tell us
Use the form on this page, ring us, or email us. Tell us what happened, when, and what you'd like us to do about it. If you have a plan or repair reference, include it; if you don't, your name and postcode are enough.
- 2
We acknowledge it within 3 working days
You'll get a reply with a reference number and the name of the person looking into it. That person will ring or email you if they need anything else, and they're your contact until it's resolved.
- 3
You get our final answer within 28 days
Most complaints are sorted well before that. If we've got something wrong we'll say so, put it right and tell you what we've changed so it doesn't happen again. If we think we've acted correctly, we'll explain why, plainly. If we need longer than 28 days, we'll tell you why and give you a date.
Make a complaint
Tell us what happened.
Seven boxes, and only five of them are required. You’ll get an acknowledgement with a reference within 3 working days.
You can also write to us at Fixithomecare Limited, Bourne House, 23 Hinton Road, Bournemouth BH1 2EF.
If that isn’t enough
Where to go if we don’t put it right.
If you're not satisfied with our final answer
Or if you haven't had one within 8 weeks, you can take it further. Our final answer will tell you about an approved alternative dispute resolution provider you can use. You can also get free, independent advice from the Citizens Advice consumer service at any point, and nothing here stops you taking a complaint to court.
If it's about your personal information
Tell us first and we'll try to put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
What we're not part of
Because your plan is a service agreement and not insurance, the Financial Ombudsman Service can't look at complaints about it. That's why we publish our own timescales here and hold ourselves to them.