{"id":1078,"date":"2022-06-27T08:35:58","date_gmt":"2022-06-27T08:35:58","guid":{"rendered":"https:\/\/upbeat-galois.88-208-198-68.plesk.page\/?page_id=1078"},"modified":"2024-11-08T09:37:11","modified_gmt":"2024-11-08T09:37:11","slug":"jh-mortgages-customer-complaints-procedure","status":"publish","type":"page","link":"https:\/\/www.jh-mortgages.com\/index.php\/jh-mortgages-customer-complaints-procedure\/","title":{"rendered":"JH Mortgages \u2013 Customer Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1078\" class=\"elementor elementor-1078\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4b36b798 elementor-section-height-min-height elementor-section-content-middle elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"4b36b798\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-31c3504b\" data-id=\"31c3504b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5a41eba3 elementor-widget elementor-widget-heading\" data-id=\"5a41eba3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Complaints Procedure<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-34b3859b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"34b3859b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-23f4f2a7\" data-id=\"23f4f2a7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-600ce217 elementor-widget elementor-widget-text-editor\" data-id=\"600ce217\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>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.<\/p><p><strong>Our commitment to you\u2026<\/strong><\/p><p>1. We will endeavour to resolve your complaint as quickly as possible and will work within the following timescales:<\/p><ul><li><strong>Three Business Days<\/strong> \u2013 Once we receive your complaint, if we are able to resolve the matter by close of business on the third working day following its receipt, we will simply do so and advise you in writing with our Summary Resolution Communication.<\/li><li><strong>Five Business Days<\/strong> \u2013 If we are not able to resolve the matter as above, we will write to you within five business days acknowledging your complaint, confirming our understanding of the situation, and providing you with the name of the individual handling the complaint.<\/li><li><strong>Four Weeks<\/strong> \u2013 If we haven\u2019t been able to resolve the complaint sooner, after four weeks we will send you either our Final Response letter (please see below) or a progress report explaining why we are not yet in a position to resolve the complaint.<\/li><li><strong>Eight Weeks<\/strong> \u2013 If we still haven\u2019t been able to resolve the case before hand, at eight weeks we will send you either our Final Response letter (please see below) or an explanation why we are not yet in a position to resolve the complaint, giving the reason for the delay and indicating when we expect to be able to provide a final response.<\/li><\/ul><p><strong>PLEASE NOTE<\/strong>: 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, we will treat the complaint as being received on the next business day.<\/p><p>2.We will ensure the person dealing with your complaint has the required skill, knowledge and authority to respond to your complaint. Our staff are fully trained and we operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.<\/p><p>3.We will ensure the letters we send are clear and explain things properly. When we resolve a complaint you will either receive:<\/p><ul><li><strong>Summary Resolution Communication<\/strong> \u2013 Where we have been able to resolve a complaint within three business days, we will issue a Summary Resolution Communication explaining that we believe the complaint to be resolved. This will include details of how to escalate the case if you remain dissatisfied.<\/li><li><strong>Final Response Letter<\/strong> \u2013 Once we have completed an investigation, we will issue our Final Response Letter to you. This will detail the complaint, explain our investigation, and confirm our findings. The Final Response letter will either \u2018Uphold\u2019 your complaint or \u2018Reject\u2019 your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included.<\/li><\/ul><p>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 not able to resolve themselves.<\/p><p>If, once we have issued a Summary Resolution Communication or Final Response Letter (or after 8 weeks if we have yet to issue a Summary Resolution or Final Response letter), you remain dissatisfied with the outcome of our investigations, you may have the right to approach the Financial Ombudsman Service within 6 months of the date of the letter.<\/p><p>If you do not refer your complaint in time, the Ombudsman will not have our 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.<\/p><p>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:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-44726103 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"44726103\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-13da0cb4\" data-id=\"13da0cb4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-11f7d52b elementor-widget elementor-widget-heading\" data-id=\"11f7d52b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Address<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-f49afd8\" data-id=\"f49afd8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4a558d86 elementor-widget elementor-widget-heading\" data-id=\"4a558d86\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Financial Ombudsman Service<br>\nExchange Tower<br>\nLondon<br>\nE14 9SR<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-53980eb4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"53980eb4\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-4f778252\" data-id=\"4f778252\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3ee8b3af elementor-widget elementor-widget-heading\" data-id=\"3ee8b3af\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Telephone<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-2e040536\" data-id=\"2e040536\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e6a3f90 elementor-widget elementor-widget-heading\" data-id=\"e6a3f90\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><a href=\"http:\/\/TEL;0300%20123%209123\">0300 123 9123<\/a><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4de4bab8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4de4bab8\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-5a77d009\" data-id=\"5a77d009\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5a212846 elementor-widget elementor-widget-heading\" data-id=\"5a212846\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Website<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-5be4c533\" data-id=\"5be4c533\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bc6e122 elementor-widget elementor-widget-heading\" data-id=\"bc6e122\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><a href=\"http:\/\/www.financial-ombudsman.org.uk\">www.financial-ombudsman.org.uk<\/a><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-76eafedf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"76eafedf\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-198b3443\" data-id=\"198b3443\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c346559 elementor-widget elementor-widget-text-editor\" data-id=\"4c346559\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong>Your commitment to us\u2026<\/strong><\/p><p>In order to help resolve complaints as quickly and fairly as possible, we ask the following:<br \/><br \/><strong>Tell us what happened<br \/><br \/><\/strong>We need to understand the situation as clearly as possible so we may ask you to provide your side of the story or let us have documents and information which may help our investigation. These can be provided by post, email, verbally or through any other means that you prefer.<\/p><p><strong>Help us find the right solution<br \/><br \/><\/strong>It is in everyone\u2019s interests to get complaints settled amicably so if there is a particular outcome you believe would be suitable, tell us and we will assess if this is possible. We may not be able to resolve the case the way you would like but we can try. And if we can\u2019t, we will explain why it is not possible and offer an alternative solution.<\/p><p><strong>Respond to us as soon as you can<br \/><br \/><\/strong>Hopefully we won\u2019t need to come back to you too often but we may need further information or clarity on certain points. If we do need more information, we simply ask you to come back to us as soon as you can so that we can get things resolved quicker. If you can\u2019t come back straight away, that\u2019s fine too \u2013 just let us know.<\/p><p><strong>Treat us with respect<br \/><br \/><\/strong>Whilst it can be frustrating if something\u2019s gone wrong, our job is to find out what happened and where appropriate, put things right. Our staff will do everything we can to help so we ask you give them the time to do their work and treat them with respect.<br \/><br \/><strong>How to Complain<br \/><\/strong><br \/>If you wish to register a complaint, you can do so by contacting our Complaints Department using the following methods:<strong><br \/><\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-fdf8193 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fdf8193\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-d4bc992\" data-id=\"d4bc992\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b1aea13 elementor-widget elementor-widget-heading\" data-id=\"b1aea13\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">By Post<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c2a0dd4\" data-id=\"c2a0dd4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-405a0e6 elementor-widget elementor-widget-heading\" data-id=\"405a0e6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Complaints Department<br>\nHL Partnership Limited<br>\n6 Merus Court <br>\nMeridian Business Park <br>\nLeicester <br>\nEngland<br>\nLE19 1RJ<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-1aa9763 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1aa9763\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-0cc779d\" data-id=\"0cc779d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-75c20ac elementor-widget elementor-widget-heading\" data-id=\"75c20ac\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">By Email<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-8a73e3e\" data-id=\"8a73e3e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ee777e2 elementor-widget elementor-widget-heading\" data-id=\"ee777e2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><a href=\"mailto:complaints@hlpartnership.co.uk\u200b\">complaints@hlpartnership.co.uk<\/a><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-3137ecf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3137ecf\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-6638bbe\" data-id=\"6638bbe\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5a51e21 elementor-widget elementor-widget-heading\" data-id=\"5a51e21\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">By Telephone<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-6997b4a\" data-id=\"6997b4a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2c48063 elementor-widget elementor-widget-heading\" data-id=\"2c48063\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><a href=\"http:\/\/Tel;03300%20552%20651\">03300 552 651<\/a><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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 is a summary of that procedure which [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1078","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.jh-mortgages.com\/index.php\/wp-json\/wp\/v2\/pages\/1078","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.jh-mortgages.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.jh-mortgages.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.jh-mortgages.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.jh-mortgages.com\/index.php\/wp-json\/wp\/v2\/comments?post=1078"}],"version-history":[{"count":20,"href":"https:\/\/www.jh-mortgages.com\/index.php\/wp-json\/wp\/v2\/pages\/1078\/revisions"}],"predecessor-version":[{"id":1842,"href":"https:\/\/www.jh-mortgages.com\/index.php\/wp-json\/wp\/v2\/pages\/1078\/revisions\/1842"}],"wp:attachment":[{"href":"https:\/\/www.jh-mortgages.com\/index.php\/wp-json\/wp\/v2\/media?parent=1078"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}