Complaints Procedure

You can raise a complaint using any of the methods below. Please provide your plan number (if you have one), a description of your complaint and the outcome you are seeking.

Telephone: 0113 548 7557 (Monday to Friday, 9am to 5pm)
Email: hello@domestichomeservices.com
Post: Complaints Team, Domestic Home Services Limited, 128 City Road, London, United Kingdom, EC1V 2NX (Registered Office)

We aim to acknowledge every complaint within 5 working days of receipt.

Your complaint will be reviewed by an appropriate member of our team. We may contact you for further information where needed.

We aim to provide a full response within 20 working days of acknowledgement. Where a complaint is complex and cannot be resolved within this timeframe, we will keep you updated on progress and provide an expected response date.

Our response will set out our findings, our decision and — where appropriate — any remedy we are offering. If you accept our response the complaint will be closed.

If you remain dissatisfied following our final response, you may be able to escalate your complaint. Applicable escalation routes will be shared with you in our final response letter or email.

You may also seek independent advice from Citizens Advice or a similar consumer organisation.

If you are a vulnerable customer, or if someone is raising a complaint on your behalf, please let us know so that we can offer the appropriate support. See our Vulnerable Customer Policy for more information.

We keep a record of all complaints and their outcomes. Records are handled in accordance with our Privacy Policy and applicable data-protection law.