Complaints procedure

For HEY HomeSaver plans and all HEY visits. Version 1.0 · 25 October 2026 · Hey Homes Group Ltd (company number 14649881), registered office Sunrise House, Hulley Road, Macclesfield, England, SK10 2LP, trading as HEY.

Our promise

Our Customer Service Team will do their best to resolve any problem you have with us or our services. Complaining is free, and it won’t affect the way we treat you or your legal rights. If you need help making a complaint, or need us to contact you in a different way (for example by phone or in large print), just tell us.

Step 1: Tell us

• Email: complaints@heyhomes.co.uk
• Phone: [01625 XXX XXX] (8:00am to 5:00pm, Monday to Friday (excluding bank holidays))
• Post: Hey Homes Group Ltd, Sunrise House, Hulley Road, Macclesfield, England, SK10 2LP
• Or tell your engineer, who will pass it to the office the same day.

Please give your name, address, plan or job reference (if you have one), what went wrong, and what you would like us to do to put it right. Photos help.

Step 2: We acknowledge your complaint within 3 working days

We confirm in writing (usually by email) that we have received your complaint, give you a reference number, and tell you who is dealing with it. If we can sort it out to your satisfaction by the end of the third working day, we’ll confirm that in writing and close the complaint.

Step 3: We look into it

A manager who wasn’t involved in the original work reviews your complaint. We may look at job records, photos and engineer notes, talk to you and the engineer, or arrange a visit to check the work. Where safety is involved (for example a gas or oil safety concern), we treat it as a priority. If you smell gas, call the National Gas Emergency Service on 0800 111 999.

Step 4: Our response: we aim for 10 working days, and always within 8 weeks

We aim to resolve most complaints within 10 working days. If it will take longer, we’ll update you at least every 2 weeks. You will receive our final response in writing within 8 weeks of the day we received your complaint. It will explain what we found, what we will do to put things right (for example repeating or fixing the work, a refund or a goodwill payment) and what you can do if you are still unhappy.

Step 5: If you are still unhappy

If you’re unhappy with our final response, or you haven’t had one within 8 weeks, you can:

• Use alternative dispute resolution (ADR). ADR is an optional process where an independent body looks at a dispute without you having to go to court. We are not required by law or by any trade association to use ADR. If we can’t settle your complaint, our final response will say so in writing, give you the name and website of a certified ADR provider that deals with complaints about boiler servicing and heating services, UtilitiesADR (www.utilitiesadr.co.uk), and tell you whether we agree to use it for your complaint, as the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 require.
• Get free, independent advice from the Citizens Advice consumer helpline on 0808 223 1133 or at www.citizensadvice.org.uk. Citizens Advice gives advice; it is not an ADR provider and does not decide complaints.
• Raise a safety concern: for the safety of gas work, contact Gas Safe Register on 0800 408 5500 or at www.gassaferegister.co.uk; for oil work, contact OFTEC at www.oftec.org.
• Card payment errors: if a recurring card payment via Stripe or an on-site card payment via SumUp is taken in error, tell us straight away and we will refund it promptly to your payment card (and you also have your usual chargeback and Section 75 rights through your card issuer).
• Go to court. Your rights under the Consumer Rights Act 2015 are not affected.

HomeSaver is a service and maintenance plan provided directly by us. It is not an insurance policy and is not regulated by the Financial Conduct Authority.

Complaints about how we use your personal data

You can complain to us about how we handle your personal data using any of the methods above, or by emailing info@heyhomes.co.uk. We acknowledge data protection complaints within 30 days. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113. See our Privacy Notice at www.heyhomes.co.uk/privacy.

Records

We keep a record of every complaint, what we did and the outcome, and we review them every month so we can improve our service. We handle your personal data in line with our Privacy Notice.