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Complain to Homebase

Home improvement and garden centre retailer

Home-services

Contact emails

customerservices@homebase.co.uk

Customer Service

complaints@homebase.co.uk

Complaints

Make a complaint online(opens in a new tab)

Homebase handles complaints through its official online form.

Laws that protect you

Consumer Rights Act 2015

Home services must be performed with reasonable care and skill, within a reasonable time, and at a reasonable price.

Section 49Section 52Section 51

Gas Safety (Installation and Use) Regulations 1998

Gas work must only be carried out by Gas Safe registered engineers.

Tips for Homebase complaints

  • Always get written quotes (not estimates) before work begins
  • Check that gas engineers are Gas Safe registered and electricians are Part P certified
  • Take before and after photos of any work area
  • Never pay the full amount upfront - agree staged payments
  • If using a platform like Checkatrade, note that their guarantees are limited

If Homebase doesn't respond

  1. 1

    Company Directly

    No legal deadline: set yours in the letter

    Contact the company’s customer service or complaints team

  2. 2

    Trade Body

    If the tradesperson belongs to a trade body (Gas Safe, NICEIC, etc.), report the issue to them

  3. 3

    Platform Complaint

    If found via Checkatrade, MyBuilder etc., report to the platform

  4. 4

    Trading Standards

    Report rogue traders or safety concerns to Trading Standards

    Visit website
  5. 5

    Small Claims Court

    File a claim for breach of contract or negligence

    Visit website

Frequently asked questions

Under the Consumer Rights Act, services must be performed with reasonable care and skill. You’re entitled to ask for the work to be redone or get a price reduction if the standard is unacceptable.

You must pay a reasonable price for work that has been done, but you can withhold payment for incomplete or substandard work. Get an independent assessment to support your position.

Search the Gas Safe Register at gassaferegister.co.uk. It’s illegal for anyone not on the register to work on gas appliances.

Put your complaint in writing to complaints@homebase.co.uk with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail.

Send complaints to complaints@homebase.co.uk. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Tools & guides for your Homebase complaint

Free calculators and explainers that strengthen the case you make to Homebase.

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at Homebase? Reply to complaints here.

Don't let Homebase ignore you

Read your Homebase letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Homebase or any of the companies listed on this site. Where an address is marked verified, we read it on Homebase’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Homebase. This page is for informational purposes only and does not constitute legal advice.