Genie is no longer accepting new customers. Support is still available to existing Genie customers.

How to contact Genie

You can:

Genie opening hours are Monday to Friday 9.30am to 2.30pm.

Making a complaint

If for any reason you are not entirely satisfied, we want to hear from you as soon as possible so we can put matters right and take steps to prevent the problem happening again.

To make a complaint, you can:

  • call 0330 123 1313
  • write a letter to Chris Johnson, Compliance Officer, Gentoo Genie Limited, Emperor House, 2 Emperor Way, Doxford International Business Park, Sunderland, SR3 3XR

We aim to resolve your complaint within 15 working days and will update you throughout with updates.

If the complaint cannot be resolved within 15 working days, we will let you know.

Sending your complaint to the Financial Ombudsman Service

If you are unsatisfied with the response to your complaint, you have the right to go to the Financial Ombudsman Service.

We will give you their contact details in the final response letter.

You can contact the Financial Ombudsman Service about your complaint online.

All complaints must be reported to us first. You can only make a complaint to the Financial Ombudsman Service if you are unsatisfied with our response.

Our regulator

We are authorised and regulated by the Financial Conduct Authority (FCA). Our firm reference number is 533468. You can view our details on the Financial Services Register.

Financial product terms and conditions

Annual Increase Rate – 3%

The rate at which the monthly payments increase on an annual basis.

Change of Parties Fee (Remove a Party Only) – £200

A non-refundable fee for processing and underwriting an application to remove a party from the Home Purchase Plan Agreement and preparing the revised Home Purchase Plan Documents.

Arrears Charges – None

The amount of charges applicable for unpaid or late monthly payments under the Home Purchase Plan Agreement.

Default Rate – 0%

The rate at which interest shall increase daily on any amounts not paid when due under the Home Purchase Plan Agreement.

General product terms and conditions

The general product terms and conditions set out matters relating to confidentiality, data protection, sharing information with other product providers and complaint procedures.

Further reading

Genie Product Terms (PDF, 98 KB)