Complaints

Providing an excellent level of service to our customers is very important to the team at Helping Tenants T/A HDTR LTD.

If you are unhappy or have any concerns about the way in which we have handled your claim, please let us know. We will try to resolve the matter to your satisfaction as soon as we can. If you remain unhappy then you can make a formal complaint.

Our internal complaints procedure is designed to deal with your complaint quickly, fairly and efficiently. It costs you nothing, and you do not need anyone to complain on your behalf.

1. How to complain

You can complain in whichever way is easiest for you.

It helps if you can tell us your name and contact details, what happened and when, and what you would like us to do to put it right. If you do not have all of that to hand, contact us anyway and we will help.

2. Acknowledging your complaint

We will send you an acknowledgement, either in writing or by email, within five working days of receipt. We will confirm the person who will be handling your complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of your complaint, and will have the authority to settle the complaint.

3. Investigating your complaint

We will fully investigate your complaint and aim to issue our final response to you within four weeks. If we are unable to send you a final response within four weeks, we will contact you giving reasons. We will then strive to issue our final response within the next four weeks.

If, after that further four week period, we are still not in a position to issue our final response, we will write to you giving reasons for the further delay and indicating when we expect to be able to provide a final response. If you are unhappy with the delay, then you will be able to refer the handling of your complaint to the Financial Conduct Authority.

4. Our decision

Our final response will explain the reasons why we have upheld or rejected your complaint.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible, and will comply with any offer of redress which you accept. Please note that appropriate redress will not always involve financial redress.

If we do not hear from you within 14 days of issuing our final response, we will assume that you are satisfied with the outcome.

5. If you remain unhappy

If you are unhappy with our final response, or if your complaint is not resolved after eight weeks, and if it is an eligible complaint, you may refer the matter to the Claims Management Ombudsman, a service provided by the Financial Ombudsman Service. The service is free to use.

Please note the Claims Management Ombudsman will only intervene after all the steps in our complaints procedure, as detailed above, have been completed. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, it cannot determine a complaint or award compensation.

6. Time limits

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.

7. Help making a complaint

If you need this information in another format, more time, or would like a family member, friend or adviser to complain on your behalf, tell us and we will make reasonable adjustments. Our Vulnerable Customer Policy is available on request.

8. Complaints about a solicitor

This procedure covers our own service. If your complaint is about a solicitor firm acting for you, raise it with that firm first under its own complaints procedure. If you are not satisfied with their response, you can contact the Legal Ombudsman for firms in England and Wales, or the Scottish Legal Complaints Commission for firms in Scotland.