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Complaints Policy

Last updated: March 2026

At HomeKOG (homekog.co.uk), we are committed to providing a high standard of service. If something goes wrong, we want to hear about it and will do our best to resolve the issue quickly and fairly.

1. What This Policy Covers

This Complaints Policy applies to:

  • Your experience using our website
  • How we handle your personal data
  • Communication from HomeKOG
  • Issues relating to our lead generation service

Important:
We are a lead generation service and do not carry out installation or repair work. Complaints about work carried out by third-party providers should be directed to the provider directly.

2. How to Make a Complaint

You can contact us using the details below:

Email: admin@homekog.co.uk
Website: homekog.co.uk

Please include:

  • Your name and contact details
  • A clear description of your complaint
  • Any relevant dates or supporting information

3. Complaint Handling Process

We aim to resolve complaints as quickly as possible:

  • Acknowledgement: within 2 working days
  • Investigation: we will review your complaint and may contact you for further information
  • Response: within 7–14 working days

If we need more time, we will keep you informed.

4. Complaints About Third-Party Providers

If your complaint relates to a service provider we connected you with:

  • We recommend contacting the provider directly first
  • We may assist by forwarding your complaint or providing provider details
  • However, we are not responsible for the work, services, or outcomes delivered by third parties

5. Data Protection Complaints

If your complaint relates to how your personal data has been used:

  • We will investigate in line with UK GDPR requirements

If you are not satisfied with our response, you have the right to contact the:

Information Commissioner’s Office

Website: https://www.ico.org.uk

6. Escalation

If you are not satisfied with our initial response, you may request that your complaint be reviewed again.

We aim to resolve all complaints fairly and transparently.

7. Continuous Improvement

We take complaints seriously and use them to:

  • Improve our services
  • Enhance customer experience
  • Ensure compliance with legal obligations

8. Contact Us

HomeKOG
Email: admin@homekog.co.uk
Website: homekog.co.uk