Complaints Procedure

Customer Complaints Procedure

Hopefully all your dealings with us will be positive. If something goes wrong, we operate a structured complaints procedure to put things right as quickly as possible.

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GK Finance is a trading style of GK Finance Ltd, an appointed representative of HL Partnership Limited, which is authorised and regulated by the Financial Conduct Authority. This document is a summary of the complaints procedure operated by HL Partnership Limited and its appointed representatives, designed to ensure any complaints are dealt with in a professional manner, handled fairly, effectively and promptly, and resolved at the earliest possible opportunity.

Our commitment to you

We will endeavour to resolve your complaint as quickly as possible and will work within the following timescales:

  • Three business days — once we receive your complaint, if we are able to resolve the matter by close of business on the third working day following its receipt, we will do so and advise you in writing with our Summary Resolution Communication.
  • Five business days — if we are not able to resolve the matter as above, we will write to you acknowledging your complaint, confirming our understanding of the situation, and providing you with the name of the individual handling the complaint.
  • Four weeks— if we haven't been able to resolve the complaint sooner, we will send you either our Final Response letter or a progress report explaining why we are not yet in a position to resolve the complaint.
  • Eight weeks— if we still haven't been able to resolve the case, we will send you either our Final Response letter or an explanation of why we are not yet in a position to resolve the complaint, giving the reason for the delay and indicating when we expect to be able to provide a final response.

Please note: a business day is Monday to Friday between 9am and 5pm, excluding bank holidays. When a complaint is received on a non-business day, or outside business hours, we will treat it as received on the next business day.

How to make a complaint

If you wish to register a complaint, please contact HL Partnership's Complaints Department using any of the following methods, giving as much detail as you can, including what happened and how you would like it resolved:

  • 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

If you are not satisfied — the Financial Ombudsman Service

We will give you access to the Financial Ombudsman Service, a free service set up by Parliament to sort out individual complaints that consumers and financial businesses are not able to resolve themselves.

Once we have issued a Summary Resolution Communication or Final Response letter (or after eight weeks if we have yet to issue one), if you remain dissatisfied with the outcome of our investigations, you may have the right to approach the Financial Ombudsman Service within six months of the date of the letter. If you do not refer your complaint in time, the Ombudsman will only be able to consider it in very limited circumstances. Their contact details are:

Referring your complaint to the Financial Ombudsman Service does not affect your legal rights.