A compliant is an expression of dissatisfaction delivered in writing or orally, whether justified or not, from, or on behalf of a person or company, about a provision of, or failure to provide, a financial service or redress determination, which alleges that the complainant has suffered or may suffer financial loss, material distress, or material inconvenience.
All complaints are formally recorded. The details/nature of the complaint as we understand it from the detail you provide are documented.
We will write to you to acknowledge your compliant within 5 days of receipt of the complaint. We will also provide details of the complaints procedure at this point.
We will investigate the complaint and aim to resolve the complaint within 4 weeks, however, should this not be the case, we will provide a further letter detailing the progress made and again highlighting the process.
A Final Response will be sent within 8 weeks of the complaint being received. At this point, should you decide that you have not received a satisfactory conclusion or response, you can refer your complaint to the Financial Ombudsman Scheme (FOS). A leaflet and address for correspondence will be provided with our Final Response letter or after 8 weeks.
At Huddle Capital each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.