Complaints

We aim to provide you with the highest standards of service.  However, there may be occasions when our service falls short of your expectations.  This section makes you aware of how we will deal with any complaints you may have. 

HAMPDEN AGENCIES LIMITED (HAL)

HAL is authorised and regulated by the Financial Services Authority and our procedure for dealing with complaints follows their guidelines.  Please note that references in this procedure to the Financial Ombudsman Service (FOS) are not relevant to business transacted within the Members’ Agents Agreement which falls outside the FOS jurisdiction and are covered below.

Who do you complain to?

Your complaint should preferably be written and addressed to the Compliance Officer at Hampden’s usual business address.

You can also contact the Compliance Officer by telephone, fax or E-Mail:
Tel: 020 7863 6500      Fax: 020 7863 6555      E-Mail: hal@hpcgroup.co.uk

What happens next?

If required we will send you a written acknowledgement.  Our letter may confirm the details of your complaint as we understand them and these will form the basis of our investigation.  The letter will also advise you who will be dealing with your complaint and will enclose a copy of this complaints procedure.  If we have misunderstood the position in any way we will expect you to tell us as quickly as possible to avoid any later confusion.

Your concerns will be fully investigated by the Compliance Officer, taking into account all available information, and we will then write to you with our response.  We will consider a complaint closed either when you reply in writing that you are happy with our response, or when you have not replied to our correspondence within 8 weeks of sending our response to you.

If we have been unable to resolve your complaint within four weeks, we will send you a written update at that time to explain the current position.

If we have been unable to resolve your complaint within eight weeks (and we are not awaiting any further information from you) we will write to you again to explain why we are not in a position to respond fully.  We will also let you know when we expect to resolve your complaint and will include a copy of the Financial Ombudsman Service explanatory leaflet (if the complaint is FOS related). 

If you are still not satisfied

If you are still not satisfied with the outcome of your complaint, the senior non-executive director of HAL can review the complaint within four weeks. 

Financial Ombudsman Service

We always seek to act fairly and reasonably, but there may be instances where a complaint cannot be resolved by HAL.  If we have been unable to resolve your complaint, or if you have received a final response from us and you remain unhappy, you may be able to refer your complaint to the Financial Ombudsman Service or to Lloyd’s.   There are certain types of complaint which are outside the Ombudsman's jurisdiction.  You may therefore wish to contact them on 0845 080 1800 to discuss your complaint before referring the matter to them.  The Ombudsman's full contact details are:

The Financial Ombudsman Service
South Quay Plaza183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
Website: www.financial-ombudsman.org.uk

Please note that should you decide to refer any complaint to the Ombudsman this should be done no later than 6 months from the time you receive our final response.

Complaints under the Agency Agreement

If your complaint concerns services provided to you by HAL under the Agency Agreement in relation to underwriting at Lloyd’s, then, in the event that you are unsatisfied with HAL’s response, you will not be able to refer the complaint to the Financial Ombudsman Service.  Instead, you may be able to commence arbitration proceedings against HAL as specified in the Agency Agreement. 

Please contact HAL if you would like further details on the complaints procedures. 

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