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At HFC Bank, we aim to provide the highest standards of service and care to our customers.
Our staff are trained to do this, and are committed to providing you with the best possible service at all
times. Even the best organisations sometimes make mistakes, and if we do, or we fail to meet your expectations
in some other way, we want the opportunity to put things right as quickly as we can. We operate a simple
complaint procedure, which aims to resolve any problem quickly and effectively.
In addition, HFC Bank subscribes to the Banking Code, as well as being a member of the Financial Ombudsman Service and the Finance and Leasing Association.
We aim to resolve your concerns within 24 hours, but sometimes it may take longer to put the matter right.
Where this is the case, we have set up a 3-step procedure to resolve your complaint quickly and easily.
- If you have a complaint, please raise it with our Customer Services department, by telephone or in writing. If you telephone and the matter can easily be put right, we will do so, and that will be the end of the matter. Where we are unable to do so, or where you have written in the first instance, we will write and tell you who is dealing with your complaint and when you can expect a response.
- In the unlikely event that you remain unhappy, you can ask for the complaint to be progressed to the next stage where the matter will be reviewed by a Senior Manager. We expect that this will bring the matter to a mutually agreeable solution. In the unlikely event that you remain dissatisfied you can ask for the matter to be referred to the Chief Executive Officer which is the third stage of our complaints procedure.
- Should you need to write to the Chief Executive's Office a separate investigation will be carried out and the Bank's final response issued to you. This means you have reached the end of our internal complaints procedure, and you may then consider referring your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent adjudicator who can investigate and resolve outstanding disputes between financial services companies and their customers if we have failed to resolve your complaint within 8 weeks of you bringing the matter to our attention. You have the right to have your complaint investigated by the Ombudsman impartially and independently, free of charge, any adjudication by the FOS will not affect your legal rights. HFC Bank has agreed to accept the awards and impartial decisions made by the Financial Ombudsman Service.
A copy of our Internal Complaints Procedures, the Banking Code, the Finance & Leasing Association Code and details of the Financial Ombudsman scheme can be obtained on request from your local branch or Customer Services if required.
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