Complaints Procedure

At FixMyHome UK, we are committed to providing a transparent, efficient, and reliable service. We act as a introductory platform, connecting individuals with specialist third-party legal partners and housing disrepair experts who handle the processing and management of claims.

While we do not handle or manage legal claims directly, we hold ourselves to the highest standards when processing your contact details and managing your enquiry. If you feel our service has fallen short, we want to know so we can investigate and put things right.

What This Policy Covers

This complaints procedure applies to the service provided directly by Fix My Home, including:

  • How your contact details and enquiry were collected or managed.
  • Issues regarding communication or contact frequency from us.
  • Concerns about how your information was passed to our affiliate partners.

Note: If your complaint relates to legal advice, representation, or the handling of an active claim by one of our affiliate partners, you will need to direct your complaint to the specific panel firm managing your case under their own formal complaints policy.

How to Make a Complaint

If you are dissatisfied with our service, you can lodge a formal complaint using either of the following channels:

To help us investigate and resolve your issue as quickly as possible, please include:

  • Your full name and contact information.
  • A brief summary of your complaint and what happened.
  • Any relevant dates or details regarding your interaction with us.
  • What outcome you would like to see.

Our Complaints Process

Step 1: Acknowledgment

We will acknowledge receipt of your complaint within 2 business days.

Step 2: Investigation

Your complaint will be reviewed by our compliance team. We will examine how your details were handled internally and, where relevant, check the logs of how your information was transferred to our partner network.

Step 3: Response & Resolution

We aim to provide a full written response within 10 business days of receiving your complaint. Our response will explain the outcome of our investigation, any action taken to resolve the issue, and measures implemented to prevent similar occurrences in the future.

If we require additional time to investigate complex matters, we will notify you within the initial 10-day period with an updated timeframe.

Last updated: October 2026