Complaints publication report

Firm name: Barbon Insurance Group Limited
Group: PIB Group
Period covered in this report: 1 January – 30 June 2022
Brands/trading names covered: HomeLet; Let Alliance; Rentshield Direct

We strive to deliver good service to our customers, and “doing the right thing” is at our core.

We value our customers’ feedback, and when they feel we have not met their expectations and make a complaint, we take these complaints seriously and handle them fairly and promptly. We also review the lessons learnt from this feedback to improve our customer service where relevant.

The main cause of complaints opened during the period was “Other General Admin/Customer Service”; this covers such things as not meeting a customer’s expectations in terms of timely contact or referring to someone incorrectly in correspondence.