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COMPLAINTS PROCEDURE

Customer Complaints Procedure

Hopefully all your dealings with HL Partnership Limited and our Appointed Representatives will be positive experiences. However, sometimes things go wrong. If that happens, we operate a structured Complaints Procedure to ensure we get things back on track as quickly as possible.

This document is a summary of that procedure, designed to ensure any complaints are dealt with in a professional, fair, effective, and prompt manner, and are resolved at the earliest possible opportunity.

Our commitment to you…

We will endeavor to resolve your complaint as quickly as possible and will work within the following timescales:

  • Three Business Days – If we can resolve the matter by the end of the third working day after we receive your complaint, we will do so and advise you in writing with our Summary Resolution Communication.
  • Five Business Days – If we are unable to resolve the matter within three business days, we will write to you within five business days acknowledging your complaint, confirming our understanding of the situation, and providing you with the name of the individual handling the complaint.
  • Four Weeks – If we haven’t been able to resolve the complaint sooner, after four weeks we will send you either our Final Response letter or a progress report explaining why we are not yet in a position to resolve the complaint.
  • Eight Weeks – If we still haven’t been able to resolve the case, at eight weeks we will send you either our Final Response letter or an explanation for the delay, indicating when we expect to be able to provide a final response.

PLEASE NOTE: A business day is a Monday to Friday between 9am and 5pm, excluding bank holidays. When a complaint is received on a non-business day, or on a business day outside business hours, we will treat the complaint as being received on the next business day.

We will ensure the person dealing with your complaint has the required skill, knowledge, and authority to respond. Our staff are fully trained, and we operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.

We will ensure the letters we send are clear and explain things properly. When we resolve a complaint, you will either receive a:

  • Summary Resolution Communication – Where we have been able to resolve a complaint within three business days, we will issue this communication explaining that we believe the complaint is resolved. This will include details on how to escalate the case if you remain dissatisfied.
  • Final Response Letter – Once we have completed our investigation, we will issue our Final Response Letter. This will detail the complaint, explain our investigation, and confirm our findings. The letter will either ‘Uphold’ or ‘Reject’ your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included.

We will give you access to the Financial Ombudsman Service, a free service set up by Parliament to sort out individual complaints that consumers and financial businesses are not able to resolve themselves.

If you remain dissatisfied with the outcome of our investigations, you may have the right to approach the Financial Ombudsman Service within 6 months of the date of our Summary Resolution Communication or Final Response Letter.

If you do not refer your complaint in time, the Ombudsman will only be able to consider it in very limited circumstances, for example, if the delay was a result of exceptional circumstances.

Details on how to get in touch with the Financial Ombudsman Service will be issued with our Summary Resolution and Final Response letters, along with a leaflet explaining how the service works. If you require more information, the Financial Ombudsman Service can be contacted as follows:

Your commitment to us…

In order to help resolve complaints as quickly and fairly as possible, we ask the following of you:

  • Tell us what happened – We need to understand the situation as clearly as possible, so we may ask you to provide your side of the story or let us have documents and information that may help our investigation. These can be provided by post, email, verbally, or through any other means you prefer.
  • Help us find the right solution – If there is a particular outcome you believe would be suitable, tell us. We will assess if this is possible. We may not be able to resolve the case the way you would like, but we can try. And if we can’t, we will explain why and offer an alternative solution.
  • Respond to us as soon as you can – We may need further information or clarity on certain points. If we do, we simply ask that you get back to us as soon as you can so that we can get things resolved quicker. If you can’t come back straight away, that’s fine too – just let us know.
  • Treat us with respect – While it can be frustrating if something has gone wrong, our job is to find out what happened and, where appropriate, put things right. Our staff will do everything we can to help, and we ask that you give them the time to do their work and treat them with respect.

How to Complain

If you wish to register a complaint, you can do so by contacting our Complaints Department using the following methods:

 

  • By post: The Complaints Department, HL Partnership Limited, 6 Merus Court, Meridian Business Park, Leicester, England, LE19 1RJ
  • By email: complaints@hlpartnership.co.uk
  • By telephone: 03300 552 651