Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.
How to contact us if you want to make a complaint
You can make a complaint verbally or in writing:
Letter – Hall and Hanley LTD, Imex house, 40 Princess Street, Manchester, M1 6DE
Telephone – 0161 960 0257
Email – [email protected]
Acknowledging your complaint
We will send an acknowledgement within 5 business days from receipt of your complaint.
We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
Investigating your complaint
Your complaint will be investigated by the customer services manager and overseen by the compliance officer. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have the authority to settle the complaint.
If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.
Informing you of our decision
We will write to you with a full account of our investigation and our decision.
If you are not satisfied with our response for Claims
If you are not satisfied with our final response you may refer your complaint to The Legal Ombudsman Service within 6 months of the date of your final response at : Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, Phone on: 0300 555 0333 (Lines are open 9am – 5pm Mon to Fri), email to [email protected].