Dealing with Your Complaint
At HCF Partnership Ltd, our goal is to consistently provide you with a first-class level of service and the highest quality of advice. However, there may be occasions when you feel these objectives have not been met. We take all complaints seriously and will handle your concerns as outlined below.
Our complaints procedure
- We will promptly acknowledge your complaint upon receipt, enclosing a copy of these procedures.
- If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.
- If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for your concerns, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide the contact details of the firm concerned.
Resolving your complaint
Resolution within 3 business days
Investigations taking longer than 3 Days
If your complaint cannot be resolved within this time, we will ensure that you are kept informed of our progress.
We will endeavour to send you our Final Decision Letter, which addresses your concerns and provides our decision, within 8 weeks. If the matter is not resolved before then, we will keep you informed of the progress.
If our investigation is still ongoing after 8 weeks, we will send you written confirmation of this with an explanation for the delay. We will also give you an indication of when you can expect our next contact. At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service (FOS)
If you are not satisfied with our resolution, you can refer your complaint to the FOS. You must do so within six months of the date of our Final Decision Letter. We will supply you with a copy of the Financial Ombudsman Service leaflet, ‘Your complaint and the ombudsman’.
Contact details:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone 0800 0234 567
or www.financial-ombudsman.org.uk.
Complaints regarding pensions
If your complaint is about a pension contract, the Pensions Ombudsman can consider complaints about the administration of personal, group personal, and occupational schemes. You have the right to refer your complaint to The Pensions Ombudsman free of charge.
Contact details:
The Pensions Ombudsman
10 South Colonnade
Canary Wharf
London
E14 4PU
Telephone 0800 917 4487
or www.pensions-ombudsman.org.uk
Concluding your complaint
If your complaint is upheld, we will offer you fair compensation for any acts or omissions for which we are responsible, once you have accepted our decision.
We will consider the matter closed once our Final Decision Letter has been issued or when you have accepted our earlier response.
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Where we are
HCF Partnership
Ground Floor, 8 Beaumont Gate,
Shenley Hill, Radlett,
Hertfordshire, WD7 7AR