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How to complain

While we try to make sure that we do everything right first time sometimes we may get things wrong and you may want to make a complaint.

This could be because we have not done something that we said we would, treated you unfairly or did something that we should not have.

Although we try to ensure that our customers don't feel that they need to make a complaint we welcome them as they give us an opportunity to improve our services. Your feedback will help us do things better next time.

We would recommend that you talk to us first by contacting the team who dealt with your initial enquiry. They will try to resolve your complaint for you on the spot. If you still feel aggrieved you can make a formal complaint.

We are happy to communicate with you in the way that you prefer.  This could be in writing, over the phone, in person, or by email.

If you do not wish to make the complaint yourself, we are happy to deal with someone who will represent you.  This may be a local official, family member, or other body such as an advocate.  You may need to give us permission if your complaint concerns sensitive information.

If you are a My Choice Homebuy customer and want to make a complaint please click here for our complaints procedure.

How to make a complaint

You can make an official complaint, in the following ways:

  • Click here to write to us
  • Call us on 020 3535 2700
  • Pass your complaint to a member of staff
  • Click here to email us
  • Complete the online form

We will acknowledge your complaint within 2 working days and give you a full response within 10 working days.

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