Legal
Complaints Policy
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.
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 before hand, 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.
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.
Resolution Communications
Summary Resolution Communication
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.
Final Response Letter
Once we have completed an investigation, we will issue our Final Response Letter. This will detail the complaint, explain our investigation, and confirm our findings — either upholding or rejecting your complaint with reasons.
The Financial Ombudsman Service
If you remain dissatisfied after receiving our Summary Resolution Communication or Final Response Letter (or after 8 weeks if we have yet to issue either), you may have the right to approach the Financial Ombudsman Service within 6 months of the date of the letter.
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 side of the story or let us have documents and information which may help our investigation.
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.
Respond to us as soon as you can
Hopefully we won't 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.
Treat us with respect
Whilst it can be frustrating if something's 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.
How to Complain
If you wish to register a complaint, you can do so by contacting our Complaints Department:
HL Partnership Limited
6 Merus Court, Meridian Business Park, Leicester, England, LE19 1RJ
Email: complaints@hlpartnership.co.uk
Telephone: 03300 552 651
Last updated March 2026.