Customer Complaints Procedure
Hopefully, all your dealings with Plus Financial Solutions will be positive experiences. However, sometimes things go wrong and if that happens, we have a structured complaints procedure, operated by our network principal, HL Partnership Limited (HLPartnership), 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, your complaint will be treated as being received on the next business day.
As we are part of the HLPartnership network, you will have 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 a Summary Resolution Communication or Final Response Letter has been issued (or after 8 weeks if HLPartnership has yet to issue a Summary Resolution or Final Response letter), you remain dissatisfied with the outcome of their 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 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
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 – HLPartnership needs to understand the situation as clearly as possible so may ask you to provide your side of the story or request documents and information which may help its 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 HLPartnership who will assess if this is possible. HLPartnership may not be able to resolve the case the way you would like but can try. And if it cannot, it will explain why it is not possible and offer an alternative solution.
Respond to HLPartnership as soon as you can – Hopefully HLPartnership won’t need to come back to you too often but may need further information or clarity on certain points. If more information is needed, HLPartnership simply ask you to come back to us as soon as you can so that it can get things resolved quicker. If you can’t come back straight away, that’s fine too – just let them know.
Treat us with respect – Whilst it can be frustrating if something’s gone wrong, HLPartnership’s job is to find out what happened and where appropriate, put things right. All staff will do everything they can to help so HLPartnership ask that 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 the Complaints Department using the following methods:
The Complaints Department
HL Partnership Limited
By email: firstname.lastname@example.org
By telephone: 01903 602 664
By facsimile: 01903 538 852