Customer Complaints Procedure
Sometimes things go wrong. If that happens, we operate a structured complaints procedure to ensure we get things back on track as quickly as possible.
Last updated August 2026
Hopefully all your dealings with HL Partnership Limited and its appointed representatives will be positive experiences. This document is a summary of our complaints 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
We will endeavour to resolve your complaint as quickly as possible and will work within the following timescales:
Three business days
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.
Five business days
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.
Four weeks
If we haven't been able to resolve the complaint sooner, 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 we still haven't been able to resolve the case beforehand, at eight weeks we will send you either our Final Response letter 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.
Please note: a business day is 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.
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.
We will ensure the letters we send are clear and explain things properly. When we resolve a complaint, you will either receive a Summary Resolution Communication — issued where we have been able to resolve a complaint within three business days, explaining that we believe the complaint to be resolved and how to escalate the case if you remain dissatisfied — or a Final Response Letter, issued once we have completed an investigation. This will detail the complaint, explain our investigation and confirm our findings, either upholding or rejecting your complaint and explaining why. If any settlement or redress is awarded, an explanation of how this was calculated will also be included.
The Financial Ombudsman Service
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.
If, once we have issued a Summary Resolution Communication or Final Response Letter (or after eight weeks if we have yet to issue one), you remain dissatisfied with the outcome of our investigations, 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 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.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone: 0300 123 9123
www.financial-ombudsman.org.uk
Your commitment to us
In order to help resolve complaints as quickly and fairly as possible, we ask the following:
Tell us what happened
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.
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 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't, we will explain why it is not possible and offer an alternative solution.
Respond to us as soon as you can
We may need further information or clarity on certain points. If we do, 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't come back straight away, that's fine too — just let us know.
Treat us with respect
Whilst it can be frustrating if something has 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.
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
6 Merus Court, Meridian Business Park, Leicester, England, LE19 1RJ
Email: complaints@hlpartnership.co.uk
Telephone: 03300 552 651