Your Rights
At Home Counties Mortgage Protection & Finance Ltd, customer satisfaction is our priority. We want to provide all clients with the highest level of service, but we know that sometimes things don’t go according to plan. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us to understand where we need to improve our products and services. If you have any complaints, please get in touch today.
How to Contact Us
For complaints about your Adviser or the service you have received from our firm, please use the following contact details:
Post
Compliance Department (Complaints),
Home Counties Mortgage Protection and Finance Ltd,
Chestnut House,
65a Friar Gate,
Derby,
Derbyshire,
DE1 1DJ
Telephone
Please note that we may record and monitor calls.
Our Complaints Procedure
If your complaint cannot be resolved straight away, we will:
Complaints - Our Complaints Procedure
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Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it, and also allowing you to provide any further information or additional documents.
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After investigating your concerns, we will respond as quickly as possible, and if no decision has been reached we will update you on progress after 8 weeks.
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We will respond, informing you of the final outcome of your complaint.
The Financial Ombudsman Service
If you’re dissatisfied with our final response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of the firm’s final response letter.
The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first. We do our best to resolve complaints.
The FOS is also only able to consider certain categories of complaints – for example, complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.
In addition, the FOS might not be able to consider your complaint if:
Complaints - The Financial Ombudsman Service
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What you’re complaining about happened more than six years ago, and;
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You’re complaining more than three years after you realised (or should have realised) that there was a problem.
If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, 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 it believes that the delay was the result of exceptional circumstances.
Further information on the services provided by the Financial Ombudsman Service can be found on their website at http://www.financial-ombudsman.org.uk. You can also contact them by:
Post
The Financial Ombudsman Service,
Exchange Tower,
London.
E14 9S
Telephone
Alternative Dispute Resolution (ADR)
Alternative Dispute Resolution (ADR). ADR means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR in addition to its role as an Ombudsman Service.
Our firm has decided to continue dealing with customer complaints when they are received rather than pass the responsibility to the FOS under the ADR. This does not affect customers’ statutory rights of referral to the FOS as outlined above.
Any complaints received via the ADR will be forwarded to the FOS and then to our Firm. Complaints received by this method will be treated in the same way as those received through existing means and your rights are unaffected.