Henry Howard Finance plc are committed to placing our customers at the heart of our business. Customer satisfaction and quality of service are of paramount importance. However, we recognise that sometimes things can go wrong and when they do we will ensure that our best attention is paid to any concern or complaint you may have.
This leaflet sets out our complaints procedure put in place to ensure you receive a fair review of your complaint, our investigation is thoroughly completed and a response provided to you as soon as possible. If you have a complaint, concern, or indeed any queries about our Complaints Procedure itself, please contact us using details provided below.
Are You Unhappy With Our Service?
We encourage our customers to make us aware of any negative as well as positive experiences so that we can identify areas for improvement.
Private and Confidential
Complaints Handling Team
Henry Howard Finance plc
Langstone Business Village
Newport NP18 2LH
By Telephone 01633 415 222
By Email email@example.com
Please include as much information as possible, as this will help us to resolve your complaint quickly and efficiently.
How Do We Deal With Your Complaint?
Our Complaints Handling Process operates as follows and we set out below when you can expect to hear from us regarding resolution:
Are you Unhappy With Our Response?
Within our Final Response Letter (or letter sent at 8 weeks if your complaint remains unresolved) we will also provide you with details of the Financial Ombudsman Service. This is a free and impartial service to whom you can refer your complaint if you are dissatisfied with the outcome of our investigation.
The Financial Ombudsman Service will be able to review your complaint subject to their eligibility criteria. Please be aware that your complaint will need to be referred to them within six months of the date of our Final Response Letter using the contact details below.
Financial Ombudsman Service
The Financial Ombudsman Services will only look into your complaint if the financial services provider has been given the opportunity to put things right first, so please contact us before approaching them.
We co-operate fully with the Financial Ombudsman Service in resolving any complaints made against our firm and agree to be bound by any awards made by the Ombudsman. We also undertake to pay any fees, redress and levies promptly.
The Financial Ombudsman Service
0800 023 4 567
Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone.
0300 123 9 123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
These numbers may not be available from outside the UK – so please call from abroad on +44 20 7964 0500
Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm