Onyx Mortgage Finance – Customer Complaints Procedure

2. We will ensure the person dealing with your complaint has the required skill, knowledge, and authority to respond to your complaint. Our staff are fully trained, and we operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.

3. We will ensure the letters we send are clear and explain things properly. When we resolve a complaint, you will either receive:

• Summary Resolution Communication – Where we have been able to resolve a complaint within three business days, we will issue a Summary Resolution Communication explaining that we believe the complaint to be resolved. This will include details of how to escalate the case if you remain dissatisfied.
• Final Response Letter – Once we have completed an investigation, we will issue our Final Response Letter to you. This will detail the complaint, explain our investigation, and confirm our findings. The Final Response letter will either ‘Uphold’ your complaint or ‘Reject’ your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included.

How will you use my data?

1. The primary reason we will use your data is to allow us to do the job you’ve asked us to do. Specifically, we will use your data to:

   • Assess and provide advice to meet your needs and circumstances;
   • Introduce you to a range of product and service providers in order to meet your requirements;
   • Administer cases and assist processing of applications;
   • Tell you about any changes to products and service we have arranged for you;
   • Inform you about products and services we think may be suitable for you (unless you ask us not to send you this information).

2. We may also process your information in order to meet our legal and regulatory requirements. These may include:

   • Complying with the regulations set out by the Financial Conduct Authority and other regulators as required;
   • Preventing financial crimes such as money laundering and fraud by passing your details to other relevant bodies such as the police and National Crime Agency where required.

3. We may also process your personal data for our own legitimate interests. Typically, these would be limited to:

   • Analysing our business for trends and research how we can improve our services to customers;
   • Reviewing the work we have carried out for you to ensure we have met the regulations and quality standards;
   • Ensuring we are able to exercise or defend legal challenges in the future.

4. HL Partnership Limited will use your data to monitor and assess our work to ensure we have provided a high standard of service and met our legal and regulatory commitments.

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

If, once we have issued a Summary Resolution Communication or Final Response Letter (or after 8 weeks if we have yet to issue a Summary Resolution or Final Response letter), you remain dissatisfied with the outcome of our investigations, you may have the right to approach the Financial Ombudsman Service within 6 months of the date of the letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Your commitment to us…

In order to help resolve complaints as quickly and fairly as possible, we ask the following:

• Tell us what happened – We need to understand the situation as clearly as possible so we may ask you to provide your side of the story or let us have documents and information which may help our investigation. These can be provided by post, email, verbally or through any other means that you prefer.
• Help us find the right solution – It is in everyone’s interests to get complaints settled amicably so if there is a particular outcome you believe would be suitable, tell us and we will assess if this is possible. We may not be able to resolve the case the way you would like but we can try. And if we can’t, we will explain why it is not possible and offer an alternative solution.
• Respond to us as soon as you can – Hopefully we won’t need to come back to you too often, but we may need further information or clarity on certain points. If we do need more information, we simply ask you to come back to us as soon as you can so that we can get things resolved quicker. If you can’t come back straight away, that’s fine too – just let us know.
• Treat us with respect – Whilst it can be frustrating if something’s gone wrong, our job is to find out what happened and where appropriate, put things right. Our staff will do everything we can to help so we ask you give them the time to do their work and treat them with respect.

How to Complain

If you wish to register a complaint, you can do so by contacting our Complaints Department using the following methods: