DAVID HANNETT T/A QUALITY MORTGAGE ADVICE – 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: 
 
Address: 
 
Financial Ombudsman Service 
Exchange Tower 
London 
E14 9SR 
 
Telephone: 0300 123 9123 
 Website: www.financial-ombudsman.org.uk 
 
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
Leicester
England
LE19 1RJ
 
By email: complaints@hlpartnership.co.uk 
 
By telephone: 03300 552 651