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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:
Three Business Days – Once we receive your complaint, if we are able to resolve the matter by the close of business on the third working day following its receipt, we will do so and confirm this to you in writing through our Summary Resolution Communication.
Five Business Days – If we are unable to resolve the matter within the above timeframe, we will write to you within five business days to acknowledge your complaint, confirm our understanding of the situation, and provide you with the name of the individual handling your complaint.
Four Weeks – If the complaint has not been resolved sooner, after four weeks we will send you either our Final Response Letter (see below) or a progress update explaining why we are not yet in a position to resolve the complaint.
Eight Weeks – If the complaint remains unresolved, within eight weeks we will send you either our Final Response Letter or a detailed explanation outlining the reasons for the delay and when we expect to provide a final response.
PLEASE NOTE:
A business day is defined as Monday to Friday, between 9:00am and 5:00pm, excluding bank holidays. If a complaint is received outside of business hours or on a non-business day, it will be treated as received on the next business day.
At Family Nest Finance, we ensure that the person handling your complaint has the appropriate skills, knowledge, and authority to respond effectively. Our team is fully trained, and we operate a structured and robust complaints procedure to ensure all complaints are handled fairly and efficiently.
We are committed to clear communication and will ensure that all correspondence is easy to understand. When your complaint is resolved, you will receive one of the following:
Summary Resolution Communication – If your complaint is resolved within three business days, we will issue a Summary Resolution Communication confirming that we believe the matter has been resolved. This will also include details on how to escalate the complaint if you remain dissatisfied.
Final Response Letter – Once a full investigation has been completed, we will issue a Final Response Letter. This will outline your complaint, explain our investigation process, and confirm our findings. The outcome will either uphold or reject your complaint, with clear reasoning provided. If any compensation or redress is awarded, we will explain how this has been calculated.
We will also provide you with access to the Financial Ombudsman Service, a free and independent service established by Parliament to resolve disputes between consumers and financial businesses.
If, after receiving a Summary Resolution Communication or Final Response Letter (or after eight weeks if no final response has been issued), you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service within six months from the date of our response.
Please note that if you do not refer your complaint within this timeframe, the Ombudsman may only consider your case under exceptional circumstances, such as delays beyond your control.
Details on how to contact the Financial Ombudsman Service will be included in our Summary Resolution and Final Response letters, along with a leaflet explaining how the service works.
98-102 WELLESLEY HOUSE, 1ST FLOOR CRANBROOK ROAD IG1 4NH
In order to help resolve complaints as quickly and fairly as possible, we kindly ask for your cooperation with the following:
Tell Us What Happened
To fully understand your concerns, we may ask you to provide details of the situation, including your version of events and any supporting documents or information that may assist our investigation. This information can be shared via post, email, verbally, or through any other method that is convenient for you.
Help Us Find the Right Solution
We aim to resolve all complaints in a fair and amicable manner. If there is a particular outcome you feel would be appropriate, please let us know. While we cannot guarantee that we can meet your preferred resolution, we will carefully consider it. If it is not possible, we will clearly explain the reasons and propose a suitable alternative.
Respond to Us Promptly
Although we strive to minimise the need for follow-up, there may be occasions where we require additional information or clarification. In such cases, we would appreciate a prompt response to help us resolve your complaint more efficiently. If you are unable to respond immediately, please inform us so we can make appropriate arrangements.
Treat Our Team with Respect
We understand that raising a complaint can be frustrating. However, our team is committed to investigating your concerns thoroughly and fairly. We kindly ask that you treat our staff with respect and allow them the time needed to carry out their responsibilities effectively.
If you wish to register a complaint, you can do so by contacting our Complaints Department using the following methods:
