How to make a complaint about a home service provider?
If you’ve had a dispute with a home service provider and are looking to escalate a complaint for a swift resolution, The Retail Ombudsman is here to help you get your dispute resolved.
You may have a problem or dispute with a product or service within the home service industry i.e. a faulty boiler or a central heating installation has been unsatisfactory. If this is the case, and you have already complained to the home service provider, you can use our ‘Home Services’ complaint form to get your complaint process started.
Before making a complaint
Please note that to be eligible to make a complaint against a home services provider, you must have already complained to them directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the home services provider eight (8) weeks to respond to your dispute. The Retail Ombudsman can only deal with unresolved complaints.
Which complaints does the home services sector cover?
The home services sector covers complaints against any boiler services, central heating installers, heating engineers etc. Below is a list of popular sources of complaints which The Retail Ombudsman handles within the home services sector:
Please note if you a have a complaint about a communication service such as landline, broadband or mobile phone and are a domestic user, then you would need to discuss your complaint with Ombudsman Services: Communications or CISAS, depending on which company your complaint is regarding.
If you’re a domestic user and you have a complaint with your gas or electricity supplier or the electricity or gas network distributor, you will need to contact Ombudsman Services: Energy
If you’re a domestic user and have a complaint with your water provider you will need to contact the Consumer Council for Water.
If you’re a domestic customer and have a complaint about an intermediary service such as a comparison or switching service for transferring your utility services, then please see our Utilities Switching Services Division.