Terms & Conditions

These are the terms of use on our Customer Portal ("the Portal"). The Portal is operated by or on behalf of HomeServe Finance Ltd (we, us and our). We are a limited company, registered in England. Our registered company number is 14402290 and our registered office is at Cable Drive, Walsall, WS2 7BN. We are authorised by the UK Financial Conduct Authority (Firm Reference Number: 994955).

Your use of this Portal is subject to these terms and by using this Portal you agree to be bound by them. You should print a copy of these terms for future reference. Use of your personal information submitted to us as part of the provision of the Portal is governed by our Privacy Policy and Cookies Policy.

These terms of use together with our Privacy Policy (collectively the 'Agreement') govern your use of the Portal. You should read the Agreement prior to using the Portal and, by continuing to use the Portal, you are signifying that you agree to the terms. If you do not agree to the terms of the Agreement, you should not use the Portal. You may also save and/or print out a copy of the Agreement for future reference.

We may update these Terms and the features/functionality of the Portal from time to time. Continued use of the Portal means you accept the updated Terms.

Your Portal login credentials must remain private to you to ensure your privacy and security. You must notify us immediately if you suspect any unauthorised access to the Portal and your account information. We reserve the right to withdraw, disable or amend access to the Portal without notice or should we believe your account is at risk. In addition, we reserve the right to disable your access at any time if, in our opinion, you have failed to comply with any of the provisions of the Agreement.

If you are uncertain about any of the terms of the Agreement, please contact us and we will respond to your query as soon as we can.

We will provide the services detailed below with reasonable care and skill. Our services provided in the Portal are the following:

• View your account information; the finance product you hold with us, your account number, loan amount, term of the loan, balance outstanding and payments made and any arrears.
• We will provide you with access to your Annual Statements, Consumer Credit Agreement, Pre-Contract Credit Information, Key Facts Information.
• Through the Portal you will be able to request from us a settlement figure for your account, at any time.

While we aim to keep information accurate and up to date, some information may not be real-time, therefore please don't hesitate to contact us if you feel there is an inaccuracy or an update required.

Please ensure your personal and account details are kept up to date at all times.

If you are experiencing financial difficulty, you should contact us as soon as possible so that we can provide the necessary support.

When we refer in these terms, to "in writing", this will include e-mail and instant messaging. You may contact us by:

• emailing us at uksupport@homeservefinance.com
• calling us on 0330 808 9277
• writing to us at HomeServe Finance Ltd, 4 Connections House, Station Road, Biggleswade, SG18 8AL

Email us at complaints@homeservefinance.com

Write to us at HomeServe Finance Ltd, 4 Connections House, Station Road, Biggleswade, SG18 8AL

If we're unable to resolve your complaint, you may have a right to refer your complaint to the Financial Ombudsman Service by:

• Writing to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Calling them on 0800 023 4567
• Emailing them at complaint.info@financialombudsman.org.uk
• You can also complete a complaint form online.

If you do not take up your complaint with us first, you will not be entitled to refer it to the Financial Ombudsman Service.

This Contract is between you and us and is separate to your Consumer Credit Agreement Terms and Conditions. No other person will have any rights to enforce any of its terms.

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

These Terms are governed by English law. This means any dispute or claim arising out of or in connection with these Terms will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction.

All content and materials, including but not limited to images, text, visual interfaces, information, data, and computer code, provided by us, or third parties through our Services and all related intellectual property rights are the property of HomeServe Finance Ltd., and/or those third-parties.