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…
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 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
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
Financial Ombudsman Service
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
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
The Complaints Department
HL Partnership Limited
2nd Floor, Unit 1
Southern Gate Office Village
By email: [email protected]
By telephone: 03300 552 651