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Halliwell Jones Complaints Procedure

Our commitment to you

At Halliwell Jones our aim is to provide outstanding customer service. In the unfortunate event that you consider that we have failed to meet your expectations, we will endeavour to resolve the situation as quickly as possible in a fair and transparent way.

In the event of a complaint

Initially please fill in the form below indicating to which of our centre locations your complaint relates and also indicating if the complaint is related to an issue involving a potential breach of the rules set down by the Financial Conduct Authority (FCA). We will then provide an acknowledgement of receipt within 48 hours. Wherever possible we will endeavour to resolve the problem straight away, although this may not always be the case if a more detailed investigation is required.

If you have a complaint about the sale of a regulated Insurance or Finance product

We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.

Regulated Complaints are investigated by our regulatory principal ITC Compliance Ltd. To help them deal with your complaint as speedily as possible it would be helpful if you could provide them with as much information as possible about the regulated insurance or finance product purchased at an early stage.

You can notify ITC Compliance Ltd of your complaint through the following channels:
In Writing: ITC Compliance Ltd, Monarch Court, Emersons Green, Bristol, BS16 7FH
Telephone: 0845 177 2266 or 0117 440 3700
Fax: 0845 177 2255
Email: complaints@itccompliance.co.uk

If you are still dissatisfied

If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0300 123 9123

What happens if your complaint cannot be resolved right away?

We aim to provide a detailed response within 7 days although in some instances it may be necessary to seek further information from the manufacturer or other third parties before this is possible. If we cannot respond fully within 7 days we will contact you within this period and provide an anticipated date by which we can commit to providing a full response. This will always be within 28 days of initial receipt.

If you are still dissatisfied after receiving our full response

If you wish to pursue the complaint further after receiving our full response you have the option of contacting Motor Codes, the certified alternative dispute resolution organisation for the motor trade, who will provide advice and wherever possible will endeavour to arbitrate between both parties in order to try to reach a fair and acceptable resolution to the complaint. Motor Codes can be contacted on their website or on 0843 910 9000.

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