Customer complaints procedure

Hopefully all your dealings with HL Partnership Limited and our Appointed Representatives will be  positive experiences. However, sometimes things go wrong and 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 which is designed to ensure any complaints are dealt  with in a professional manner, are handled fairly, effectively and promptly, and are resolved at the  earliest possible opportunity. 

Our commitment to you… 

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

  • Three Business Days – Once we receive your complaint, if we are able to resolve the  matter by close of business on the third working day following its receipt, we will  simply do so and advise you in writing with our Summary Resolution Communication. 
  • Five Business Days – If we are not able to resolve the matter as above, 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 (please see below) 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 before hand, at eight  weeks we will send you either our Final Response letter (please see below) or an  explanation why we are not yet in a position to resolve the complaint, giving the  reason for the delay and 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. 

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

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

  • Summary Resolution Communication – Where we have been able to resolve a  complaint within three business days, we will issue a Summary Resolution Communication explaining that we believe the complaint to be resolved. This will  include details of how to escalate the case if you remain dissatisfied. 
  • Final Response Letter – Once we have completed an investigation, we will issue our  Final Response Letter to you. This will detail the complaint, explain our investigation,  and confirm our findings. The Final Response letter will either ‘Uphold’ your  complaint 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 which is a free service set up by  Parliament to sort out individual complaints that consumers and financial businesses are not able to  resolve themselves. 

If, once we have issued a Summary Resolution Communication or Final Response Letter (or after 8  weeks if we have yet to issue a Summary Resolution or Final Response letter), 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 the letter. 

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider  your complaint and so will only be able to do so in very limited circumstances. For example, if the  Ombudsman believes that the delay was as a result of exceptional circumstances. 

Details of 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: 

Financial Ombudsman Service 
Exchange Tower 
E14 9SR 

Telephone: 0300 123 9123 


Your commitment to us… 

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

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 which may help our  investigation. These can be provided by post, email, verbally or through any other means that you  prefer. 

Help us find the right solution – It is in everyone’s interests to get complaints settled amicably so if  there is a particular outcome you believe would be suitable, tell us and 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 it is not possible and offer an alternative solution. 

Respond to us as soon as you can – Hopefully we won’t need to come back to you too often but we  may need further information or clarity on certain points. If we do need more information, we  simply ask you to come 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 – Whilst it can be frustrating if something’s 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  so we ask 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,
LE19 1RJ

By email:
By telephone: 03300 552 651

We’re all ears.

Let’s have a chat about what you need and how we can help.