Complaints

Our structured complaints process ensures issues are handled fairly, effectively, and promptly.

Mortgage Cloud Limited“ 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 summarises that procedure. It 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

We will endeavour to resolve your complaint as quickly as possible and will work within the following timescales:

Three Business Days
If we are able to resolve the matter by close of business on the third working day following receipt, we will do so and confirm in writing via our Summary Resolution Communication.
Five Business Days
If not resolved, we will acknowledge your complaint, confirm our understanding, and provide the name of the individual handling it.
Four Weeks
We will send either our Final Response letter or a progress report explaining any delay.
Eight Weeks
We will send our Final Response letter or explain why a final response is not yet available, giving reasons and an expected timescale.

Business day: Monday to Friday, 9am-5pm, excluding bank holidays. Complaints received outside these times are treated as received the next business day.

We will ensure the person dealing with your complaint has the required skill, knowledge, and authority to respond. Our staff are fully trained, and we operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.

How we will respond

We will ensure the letters we send are clear and explain things properly. When we resolve a complaint, you will receive either:

Summary Resolution Communication
Issued when a complaint is resolved within three business days, confirming the outcome and how to escalate if you remain dissatisfied.
Final Response Letter
Issued upon completion of our investigation, detailing the complaint, our findings (upheld or rejected), and any settlement or redress with explanation.

We will give you access to the Financial Ombudsman Service, a free service set up by Parliament to resolve complaints that consumers and financial businesses cannot settle themselves.

If, after we issue a Summary Resolution Communication or Final Response Letter (or after eight weeks if we have yet to issue either), you remain dissatisfied, you may have the right to approach the Financial Ombudsman Service within six months of the date of the letter.

If you do not refer your complaint in time, the Ombudsman may not have our permission to consider your complaint unless exceptional circumstances apply.

Details of how to contact the Financial Ombudsman Service are provided with our communications. You can also contact them directly:

Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk

Your commitment to us

To help resolve complaints as quickly and fairly as possible, we ask that you:

  • Tell us what happened“ Provide your side of the story and any supporting documents.
  • Help us find the right solution“ Let us know if there is a particular outcome you believe would be suitable.
  • Respond promptly“ If we request additional information or clarification, please respond as soon as possible.
  • Treat us with respect“ Our staff will do everything they can to help, so we ask that you treat them respectfully.

How to complain

If you wish to register a complaint, please contact our Complaints Department via any of 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