Complaints Handling Process
At Hillview Finance Limited, we strive to deliver outstanding levels of service and advice to all our clients. However, we understand that there may be occasions where we fall short of your expectations. If you feel dissatisfied with our service, we take your concerns very seriously and are committed to resolving any issues as efficiently and transparently as possible.
How to Make a Complaint
If you are unhappy with the advice or service you have received, please follow the steps below:
- Speak to Your Advisor: If you have a concern, we recommend initially discussing it with your advisor. They will aim to resolve your issue quickly and explain any misunderstandings.
- Contact Our Complaints Department: If you remain dissatisfied or prefer not to speak to your advisor, you can escalate your complaint to our specialist complaints handler.
Complaints can be made via the following channels:
By Post:
Complaints Department
By Email:
enquries@hillviewfinance.co.ukBy Telephone:
Please contact us directly at 0161 359 8771.
When submitting your complaint, please provide the following information to help us process your case efficiently:
- Your full name, address, and contact details.
- A description of the issue, including key dates and names (where applicable).
- Any relevant reference numbers or supporting documents.
How We Will Handle Your Complaint
1. Acknowledgement
Once we receive your complaint, we will:
- Acknowledge it in writing within five business days.
- Provide you with the contact details of the complaints handler managing your case.
2. Investigation
A specialist complaints handler will thoroughly investigate your case. This may involve:
- Reviewing all relevant documentation and speaking to your advisor.
- Contacting you for additional information to ensure we fully understand your concerns.
3. Final Response
After the investigation is complete, we will provide you with a final response letter. This letter will:
- Confirm our findings and whether we accept your complaint (fully or partially).
- Explain any actions we will take to rectify the situation and ensure it does not happen again.
- Outline any alternative outcomes where applicable.
We aim to resolve all complaints within eight weeks of receipt. If we are unable to provide a final response within this timeframe, we will write to you with an update and an estimated resolution date.
What If You Are Not Satisfied?
If you are not satisfied with our final response or we have not provided a resolution within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). This service is free and impartial.
You must refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.
Contact Details for the Financial Ombudsman Service:
By Post:
Financial Ombudsman Service
Exchange Tower
1 Harbour Exchange
London
E14 9SR
By Phone:
0800 023 4567 (free from UK landlines and mobiles)
0300 123 9123 (charged at local rate)
By Email:
complaint.info@financial-ombudsman.org.uk
Website:
https://www.financial-ombudsman.org.uk
Your Rights
We hope that you will accept the resolution provided by our complaints handler. However, you are always entitled to seek independent advice if you remain dissatisfied.
At Hillview Finance Limited, we view complaints as an opportunity to improve our services and learn from your feedback. Thank you for giving us the chance to resolve your concerns
