What you need to know

Our aim is to provide a first class service to all customers and to do everything we can to ensure that you are satisfied. Our Service Standards can be found in the HF Assist Terms and Conditions.

Your feedback is important to us as it gives us the opportunity to improve the service we offer and serve you better.

If you feel that our service has fallen below the standard you expected and you wish to complain, please send us details of your concern to us using the contact details below

By post

HF Assist
1st Floor, Premiere House,
Elstree Way, Borehamwood ,
Hertfordshire WD6 1JH

By email


  • To aid resolution of any complaint, the complaint must be made within 28 calendar days of the event occurring.
  • We aim to acknowledge receipt of your complaint from us within 1 working day.
  • We aim to respond to all complaints within a maximum of 10 working days. If for any reason we are unable to resolve the problem within that timeframe, we will advise you.

After sending this response we may consider the complaint closed and reserve the right not to enter into any further correspondence.