Complaints Policy

If you would like to register a complaint or further discuss an issue, you can reach the complaints team on 020 7887 2280 or email

At HomeSun we are committed to delivering a first-class service to each and every one of our customers.  However, should you have cause to complain, we will ensure that we handle each dispute fairly, and in line with all regulations set out by our governing bodies. 

We aim to settle complaints quickly and to use plain English without Jargon.

To handle complaints correctly, we have systems in place to ensure that we do everything we can to reach a speedy resolution, this means we have:

  • An easy to understand policy.
  • A complaints process that is easy to use.
  • One person within the organisation who has overall responsibility for the complaints procedure.
  • A commitment to reach amicable solutions.
  • Trained staff, who understand how to handle complaints.
  • Methods of correcting poor performance to prevent reoccurrences.
  • A system to retain records to help support claims on warranties and guarantees.

HomeSun is registered with several governing bodies, if you are unhappy with how your complaint has been handled, you can contact the relevant body for advice.

All of our Park Home related work is overseen by CIGA (Cavity Insulation Guarantee Agency)
TrustMark – The Government Endorsed Quality Scheme covering the work a consumer chooses to have carried out in or around their home
RECC (Renewable Energy Customer Code) – RECC sets out high consumer protection standards for businesses who are selling or leasing renewable energy generation systems to domestic consumers.
All of our Cavity Wall and Loft Insulation is overseen by the British Assessment Bureau
Where your complaint is related specifically to a Retrofit Assessment, we will follow the ECMK complaint procedure