Hometree Finance: most-reported complaints
Automated analysis of 177 public Trustpilot reviews published 2023-02-20 to 2026-09-15. TrustScore 4.9 from 339 total reviews — see the Trustpilot page. Quick answer: is Hometree Finance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with contract term changes, citing price increases of over a third since their plan started. Overcharging is also a frequent concern, with some customers noting unexpected direct debit charges for both new and old boilers. Additionally, a smaller number of reviewers describe unhelpful support and poor core service, including situations where they were left without heating or hot water.
How to reach Hometree Finance
These are the contact details Hometree Finance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0800 987 1789, email [email protected].
The company claimed its Trustpilot profile on 2023-09-18 and uses Trustpilot’s paid features. Trustpilot ranks it 6 of 49 in Solar Energy Company. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Hometree Finance and Insurance - help - left with no heating for over a month & counting”.
TrustScore over time
4.9 → 4.9 across 6 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (0%, 0.0d) · 2026-08-15 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-31 (0%, 0.0d) · 2026-09-09 (0%, 0.0d) · 2026-09-15 (0%, 0.0d).
What their policy promises
complaint process: as soon as we receive it
“We will always try to resolve your complaint as soon as we receive it.”
complaint process: within 48 hours
“Where we can't we will send you an acknowledgement of your complaint within 48 hours.”
complaint process: telephone or in writing
“We will keep you regularly informed, either by telephone or in writing, while we do so.”
complaint process: 8 weeks
“Our aim is to take no longer than 8 weeks to deal with even the most complicated of complaints”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
8% of its 159 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: contract term changes makes up 58% of this company’s complaints vs a 12% median across 15 ranked companies in its sector.
Review velocity: 99 of this company’s 339 Trustpilot reviews (29%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Hometree Finance?
Contract term changes
7 reports · 58% of complaints“Price has gone up by over a third since I took the plan out.”
The company replied on 2023-11-02: “Hi Mark, thank you for your feedback, we're sorry to hear this. A member of our team will be in touch tomorrow to discuss further.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the price per month increased and to top that boiler service went from every 12 months to every 18 month increasing the price indirectly”
The company replied on 2023-10-30: “Hello David, thank you for your feedback, it is appreciated. A member of our support team will be in touch to discuss your concerns.”
Our classifier read this reply as a template response.
“We were not given the 16 day cooling off period and have had nothing but trouble ever since”
The company replied on 2025-02-21: “Thank you for providing us with your details so we could look into this. We're really sorry to hear that you've been unhappy with the service provided by our team, and we'll be sure to review the…”
Our classifier read this reply as a deflection.
Overcharging
5 reports · 42% of complaints“Price has gone up by over a third since I took the plan out.”
The company replied on 2023-11-02: “Hi Mark, thank you for your feedback, we're sorry to hear this. A member of our team will be in touch tomorrow to discuss further.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the price per month increased and to top that boiler service went from every 12 months to every 18 month increasing the price indirectly”
The company replied on 2023-10-30: “Hello David, thank you for your feedback, it is appreciated. A member of our support team will be in touch to discuss your concerns.”
Our classifier read this reply as a template response.
“you decided sell your house an you still owe nearly full price for boiler, payed over 2000”
The company replied on 2025-02-10: “Hi Jackie, we’re so sorry to hear that you’re disappointed by the terms to end your plan. We dedicate a full page in our agreement to this, showing a table with the settlement amount to end the plan…”
Our classifier read this reply as a deflection.
Support unhelpful
2 reports · 17% of complaints“I have no heating, the boilermate is making a horrific noise but if I turn it off I have no hot water”
The company replied on 2024-09-26: “Hi Becci, we're sorry to hear that you're experiencing issues with your Boilermate, and thank you for providing your contact details this morning. We can confirm that our customer support team are…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“We were not given the 16 day cooling off period and have had nothing but trouble ever since”
The company replied on 2025-02-21: “Thank you for providing us with your details so we could look into this. We're really sorry to hear that you've been unhappy with the service provided by our team, and we'll be sure to review the…”
Our classifier read this reply as a deflection.
Poor core service
2 reports · 17% of complaints“They also took direct debit out of my bank account twice, one for the new boiler and another for the old boiler.”
The company replied on 2025-06-23: “Hi Oluwatoyin, we're sorry to hear that you're disappointed with the service you've received. Our team has been trying to reach you by phone and email regarding your concerns about the boxing in of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I have no heating, the boilermate is making a horrific noise but if I turn it off I have no hot water”
The company replied on 2024-09-26: “Hi Becci, we're sorry to hear that you're experiencing issues with your Boilermate, and thank you for providing your contact details this morning. We can confirm that our customer support team are…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare Hometree Finance with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-21.