Complaints Procedure and Your Rights

Hazelwood Financial Services (trading as Moat Mortgages)

Our aim is always to provide a high standard of service. However, we recognise that things can occasionally go wrong.

When this happens, we want to know so that we can put matters right quickly and fairly, and improve our services for the future.

1. How to Make a Complaint

If you are unhappy with the service you have received from your adviser or from Hazelwood Financial Services, please contact us using one of the methods below:

Post:
Hazelwood Financial Services
12 Hamlet Hill
Roydon, Harlow
Essex, CM19 5LA
United Kingdom

Email: complaints@moatmortgages.co.uk

Telephone: 01279 792 756
Please note that calls may be recorded and monitored for training and compliance purposes.

You can make a complaint verbally or in writing. We recommend providing as much detail as possible so that we can investigate fully.

1. How to Make a Complaint

If you are unhappy with the service you have received from your adviser or from Hazelwood Financial Services, please contact us using one of the methods below:

Post:
Hazelwood Financial Services
12 Hamlet Hill
Roydon, Harlow
Essex, CM19 5LA
United Kingdom

Email: complaints@moatmortgages.co.uk

Telephone: 01279 792 756
Please note that calls may be recorded and monitored for training and compliance purposes.

You can make a complaint verbally or in writing. We recommend providing as much detail as possible so that we can investigate fully.

2. What Happens Next

We take all complaints seriously and aim to resolve issues as quickly as possible.

If your complaint cannot be resolved immediately, we will:

Acknowledge your complaint promptly, usually within five business days.
Confirm our understanding of your complaint.
Tell you who will be handling your case.
Give you the opportunity to provide any additional information or supporting documents.
Carry out a fair and thorough investigation.

We aim to issue a Final Response Letter within 8 weeks of receiving your complaint, in line with Financial Conduct Authority (FCA) rules.

If we are unable to provide a final response within this timeframe, we will explain why and tell you when you can expect a full response.

3. The Financial Ombudsman Service (FOS)

If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS) for an independent review.

You must normally refer your complaint to the FOS within six months of the date of our Final Response Letter.

The Financial Ombudsman Service is free to use.

Contact details:

Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone:
0800 023 4567 or 0300 123 9123

Email:
complaint.info@financial-ombudsman.org.uk

Website:
www.financial-ombudsman.org.uk

4. When the Financial Ombudsman Service Can Consider Your Complaint

The Financial Ombudsman Service will normally only consider your complaint after you have given us the opportunity to resolve it first.

The Ombudsman can only consider certain types of complaints. For example, some complaints relating to unregulated Buy to Let mortgages may fall outside its jurisdiction.

The Ombudsman may also be unable to consider a complaint if:

The event happened more than six years ago, and
You are complaining more than three years after you became aware (or ought reasonably to have become aware) that there was a problem.

These time limits are determined by the Ombudsman, who may consider complaints outside these limits in exceptional circumstances.

5. Alternative Dispute Resolution (ADR)

Under the Alternative Dispute Resolution (ADR) regulations, consumers have access to approved dispute resolution bodies.

The Financial Ombudsman Service is the recognised ADR provider for financial services in the United Kingdom.

Hazelwood Financial Services will always try to resolve complaints directly with customers first. This does not affect your statutory right to refer your complaint to the Financial Ombudsman Service.

6. Online Dispute Resolution (ODR)

You may also submit complaints via the Online Dispute Resolution platform:

www.ec.europa.eu/consumers/odr

Complaints submitted via this platform will be forwarded to the Financial Ombudsman Service and then passed to us. Complaints received this way will be handled in the same manner as complaints received directly.

7. Our Commitment

We treat all complaints fairly, consistently and promptly.

Complaints help us improve our service and ensure we continue to meet our obligations as a regulated financial services firm.

The right advice for free

Your home may be repossessed if you do not keep up repayments on your mortgage.

Moat Mortgages is a trading name of Hazelwood Financial Services, which is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA Register number is 303934. Registered Address: 12 Hamlet Hill, Roydon, Essex, CM19 5LA

Complaints Procedure & Your Rights

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