Customer Complaints Procedure

At KJ Mortgage Specialists, we strive to provide excellent service, but we understand that sometimes things may not go as expected. If you have a complaint, we are committed to handling it fairly, efficiently, and as quickly as possible.

Our Commitment to You

1. How We Handle Complaints

   • Within Three Business Days – If we can resolve your complaint by the close of business on the third working day after receiving it, we will do so and send you a Summary Resolution Communication confirming this.

   • Within Five Business Days – If the issue is not immediately resolved, we will acknowledge your complaint in writing within five business days. This will confirm our understanding of the issue and provide you with the contact details of the person handling your complaint.

   • Within Four Weeks – If we have not been able to resolve your complaint within four weeks, we will send you either our Final Response Letter or an update explaining why we need more time.

   • Within Eight Weeks – If we still cannot provide a final response, we will update you again, explaining the reason for the delay and an expected timeframe for resolution.

   Note: A business day is Monday to Friday (9 am – 5 pm), excluding bank holidays. Complaints received outside business hours or on non-business days will be treated as received on the next business day.

2. Who Will Handle Your Complaint?
   Your complaint will be dealt with by a trained and authorised member of our team, ensuring it is handled fairly and professionally.

3. How We Will Communicate With You

   • If we resolve your complaint within three business days, we will issue a Summary Resolution Communication, confirming that we believe the complaint has been resolved and explaining your right to escalate it if you remain dissatisfied.

   • If a full investigation is required, we will send a Final Response Letter outlining our findings, whether we Uphold or Reject your complaint, and any redress or resolution we can offer.

   • If we cannot resolve your complaint within eight weeks, we will inform you of your right to escalate the matter to the Financial Ombudsman Service.

Escalating Your Complaint to the Financial Ombudsman Service

If you are not satisfied with our response, you may refer your complaint to the Financial Ombudsman Service within six months of our Final Response Letter. If you do not do so within this timeframe, the Ombudsman may be unable to review your complaint unless exceptional circumstances apply.

Contact details for the Financial Ombudsman Service:

• Address: Exchange Tower, London, E14 9SR

• Telephone: 0300 123 9123

• Website: www.financial-ombudsman.org.uk

Your Role in the Complaints Process

To help us resolve your complaint as efficiently as possible, we ask that you:

• Provide details of what happened – Share any relevant information, documents, or evidence to support your complaint.

• Tell us what outcome you’re seeking – While we may not always be able to meet your preferred resolution, understanding your expectations helps us find the best possible solution.

• Respond to us promptly – If we need further details, your timely response will help us resolve your complaint faster.

• Treat our staff with respect – Our team is here to help, and we ask that you communicate with us professionally and courteously.

How to Make a Complaint

If you wish to register a complaint, you can contact our Complaints Department:

By post:
The Complaints Department
HL Partnership Limited
6 Merus Court, Meridian Business Park,
Leicester, England, LE19 1RJ

By email:
complaints@hlpartnership.co.uk

By telephone:
03300 552 651

We take all complaints seriously and are committed to resolving them in a fair and timely manner. If you have any concerns, please do not hesitate to reach out.