Complaints Process

If you’re not completely happy with our service at HPG Holdings Ltd, we’d like to hear about it — that way, we can do something to put it right and ensure we improve our services moving forward.

​At HPG Holdings Ltd we do everything we can to make sure our customers get the best possible service. However, sometimes things can go wrong. When that happens, we always encourage our customers and partners to tell us about your complaint, so that we can put matters right.

To help us deal with your complaint quickly and efficiently, please contact us with:

  • Your name and address.
  • Your account number.
  • Details of your complaint, including relevant references and dates.

For all complaints, please contact: FAO: Managing Director, HPG Holdings Ltd, Milton Keynes Business Centre, Foxhunter Drive, Linford Wood, Milton Keynes, MK14 6GD.

What you can expect from us
Our aim is to ensure you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve your complaint immediately, we will send you a prompt acknowledgement confirming receipt of your complaint, we will undertake a full investigation addressing all the points you raise and will do our best to reply to you with our written response by post within 30 business days.

If we need more time to look into your complaint, we will: – tell you who is personally dealing with it – keep you updated on our progress – provide you with a written explanation of the reasons for the delay and tell you when we will respond in full.

If you’re not happy with the decision we’ve taken on your complaint and wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you.

This is a free, independent service for resolving disputes between customers and financial services institutions. You’ll need to contact them within 6 months of the date of our final response letter, and they’ll ask to see the letter as summary of our investigation of your complaint.

Phone: 08000 234 567 (free for people phoning from a landline at home)
Or:
0300 123 9 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)

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

Online:
www.financial-ombudsman.org.uk

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

HPG Holdings Ltd (Company registration 11576714), Milton Keynes Business Centre, Foxhunter Drive, Linford Wood, Milton Keynes, MK14 6GD.

HPG Holdings Ltd is a credit broker not a lender. HPG Holdings Ltd is an Appointed Representative of AFS Compliance Ltd, which is Authorised and Regulated by the Financial Conduct Authority, firm number 625035. HPG Holdings Ltd is a Franchisee of Asset Finance Solutions (UK) Ltd.

If we are unable to assist with your complaint you can contact AFS directly at:https://afsuk.com/afs-compliance/contact/complaints-procedure/