Call us on 01633 415 222

Making Finance Easy

At Henry Howard Finance, we are focused on delivering a high standard of customer service at every opportunity and we welcome all feedback.

We acknowledge that sometimes we won’t always get things right first time, but it is important that we hear about any issues or concerns you may have.

Your comments help us to meet your expectations now and in the future, so rest assured we will try to put things right, ensuring your complaint is dealt with by someone who is equipped with the right knowledge and experience.

Unhappy with our service?

Please contact us:

By Post

Complaints Handling Team
Henry Howard Finance
Unit 5
Langstone Business Village
Langstone Park
Newport
NP18 2LH

By Telephone

01633 415 222

By Email

customerservices@hhf.uk.com

Please include as much information as possible, as this will help us to resolve your complaint quickly and efficiently.

How we deal with your complaint

  1. After we receive a complaint, our aim is to give each customer a prompt but fair response by close of business on the next business day. We will contact you via telephone to let you know before 5pm the next day, and a resolution letter will closely follow.
  2. If we feel we are unable to resolve your complaint and it needs further investigation, we will send an acknowledgement letter to you which will include the name of the complaint handler looking into the case, along with a reference number and contact details.
  3. During our investigation, we will keep you updated with our actions and we may contact you for further information if required. We request that if you do think of any additional information which may be useful to our investigation, that you provide it to us at the earliest opportunity.
  4. If we find that the complaint refers to the actions of a third party, we will refer it to the relevant company and ask them to investigate themselves, then request they send us a summary of their findings. This will enable us to provide you with a detailed response and help us resolve the complaint. If we find that a third party is solely responsible for the complaint, we will notify you in writing that we have referred it to them and they will then proceed to respond directly back to yourselves.
  5. We will send you a response within 8 weeks of receiving the complaint, but in the unlikely event that your complaint remains unresolved, we will advise you in writing as to why we cannot offer you a response and when we expect to be able to. We will then follow to provide you with details of The Financial Ombudsmen Service, where you will then be able to refer your case if you are dissatisfied with the delay in responding to your complaint.

 

Alternatively, if you have received a memorable service from us, then we would also like to know. Please e-mail customerfeedback@hhf.uk.com should you feel there is anything that we are doing particularly well.

We are always keen to improve customer service, and would appreciate any feedback on your positive experiences with us.

How to complain to the Financial Ombudsman

Once we have provided you with our resolution and you still remain dissatisfied, you may then contact The Financial Ombudsmen Service who will look into your case for you. Your case needs to be referred by yourself within six months of the date of our final response, using the contact details below.

Postal Address

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone

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

E-mail

complaint.info@financial-ombudsman.org.uk

The Financial Ombudsmen Services will only look into your complaint if the financial provider has been given the opportunity to put things right first, so please contact us before approaching them. They are a free, independent and impartial service available for customers to resolve disputes with financial firms.

For more information on the Financial Ombudsmen Services, please visit their website: http://www.financial-ombudsman.org.uk