Complaints Procedure

At Hampshire Trust Plc we are committed to providing the highest standard of customer service to you and all of our customers. Occasionally we may not live up to these standards and if this happens we want to hear from you.

Letting us know you are unhappy with the service you receive is the best way of ensuring that we have an opportunity of putting matters right for you and improving our service in future for you and all of our customers.

If you have a complaint please contact:
Paul Vincent
Compliance and Administration Manager
Hampshire Trust plc
Fareham House
69 High Street
Fareham, Hants, PO16 7BB

Telephone: 01329 234294
Email: customer.relations@hampshire-trust.co.uk

To help us investigate and resolve your complaint as quickly as possible it would be helpful if you could provide the following information.

Your name and address.
Your account/loan number (if applicable).
A daytime and/or mobile telephone number.
A clear description of your complaint.
Details of what you would like us to do to put it right.

We will do our best to resolve your complaint as quickly as we can. Where we can not resolve it by the following working day we will provide you with a written acknowledgement of your complaint as soon as possible, but in any event within 5 working days.

We will aim to resolve your complaint within 4 weeks. If we are unable to do so, we will write to you explaining what is happening and letting you know when we expect to be able to do so. In any event we will issue a final response letter within 8 weeks of receiving your complaint.

If you are still unhappy, you can request a review by the Financial Ombudsman Service, which was set up by the Financial Services Authority to consider unresolved disputes between banks and their customers and is entirely independent. They can be contacted at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London, E14 9SR

Telephone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk