IJR Financial Solutions & HL Partnership Limited
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.
We will endeavour to resolve your complaint as quickly as possible and will work within the following timescales:
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.
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.
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.
If we still haven’t been able to resolve the case beforehand, at eight weeks we will send you either our Final Response letter 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.
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.
We will ensure the letters we send are clear and explain things properly. When we resolve a complaint, you will either receive:
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 will be issued with our letters, but for more information:
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
In order to help resolve complaints as quickly and fairly as possible, we ask the following:
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.
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.
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.
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.
If you wish to register a complaint, you can do so by contacting our Complaints Department.
By Post
The Complaints Department
HL Partnership Limited
6 Merus Court, Meridian Business Park,
Leicester, LE19 1RJ
By Email
complaints@hlpartnership.co.ukBy Telephone
03300 552 651