Customer Complaints Procedure
At Kereds Advisory, we aim for every interaction to be a positive one. If something goes wrong, we operate a structured complaints procedure to ensure complaints are handled fairly, effectively and promptly, and resolved at the earliest possible opportunity.
Our commitment to you
We will endeavour to resolve your complaint as quickly as possible and 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 of your complaint, we will do so and confirm this in writing with our Summary Resolution Communication.
Five Business Days
If the complaint cannot be resolved within three business days, we will write to you within five business days acknowledging your complaint, confirming our understanding of the situation and providing the name of the individual handling the complaint.
Four Weeks
If the matter has not already been resolved, after four weeks we will send you either our Final Response Letter or a progress report explaining why we are not yet in a position to resolve the complaint.
Eight Weeks
If the complaint remains unresolved after eight weeks, we will send you either our Final Response Letter or an explanation for the delay, together with an indication of when we expect to provide a final response.
We will ensure the person dealing with your complaint has the skill, knowledge and authority required to respond. Our staff are fully trained and our procedure is designed to ensure complaints are dealt with fairly.
Our response to your complaint
Summary Resolution Communication
Where we have been able to resolve your complaint within three business days, we will issue a Summary Resolution Communication explaining that we believe the complaint has been resolved. This will include details of how to escalate the matter if you remain dissatisfied.
Final Response Letter
Once we have completed our investigation, we will issue a Final Response Letter. This will detail the complaint, explain our investigation and confirm our findings. It will state whether we uphold or reject the complaint and explain why. Where any redress or settlement is offered, we will also explain how this has been calculated.
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 unable to resolve themselves.
Financial Ombudsman Service
If, after receiving a Summary Resolution Communication or Final Response Letter, you remain dissatisfied, or if eight weeks have passed and no final response has yet been issued, you may have the right to refer your complaint to the Financial Ombudsman Service within six months of the date of our letter.
If you do not refer your complaint in time, the Ombudsman may only be able to consider it in limited circumstances, such as where the delay arose from exceptional circumstances.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk
Your commitment to us
Tell us what happened
We need to understand the situation as clearly as possible, so we may ask you to provide your account of events or send us any documents or information that may help our investigation.
Help us find the right solution
If there is a particular outcome you believe would be suitable, please let us know and we will assess whether this is possible. If it is not, we will explain why and, where appropriate, suggest an alternative solution.
Respond as soon as you can
We may need additional information or clarification during the investigation. A prompt response helps us resolve matters more quickly.
Treat us with respect
We understand complaints can be frustrating, but our role is to establish what happened and put things right where appropriate. We ask that our staff are treated with courtesy while they carry out their work.
How to complain
If you wish to register a complaint, you can do so by contacting the complaints department using any of the methods below:
| 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 |