Hamilton Marketing Limited are committed to giving you the highest standards of service and customer care. If a client or service provider does not think we have succeeded in achieving this we encourage their feedback to enable us to rectify any concerns and improves upon services.
A complaint is considered to be treated as a complaint when an expression of dissatisfaction is expressed in writing by the client or on behalf of the client.
2.1 Complaints can initially be expressed verbally, however, a formal complaint will need to be confirmed in writing by the complainant
2.2 Complaints can be either e-mailed or posted to the following:
2.3 Hamilton Marketing Limited
2 Southbrook Terrace
Bradford
England
BD7 1AB
2.4 help@changeyourdebt.co.uk
2.5 Hamilton Marketing Limited staff are aware of the complaints procedure and will guide complainants through the formal review process should that be appropriate.
2.6 Complainants are encouraged to provide details about themselves so that we can directly attempt to redress the potential problem, however, anonymous complainants will be considered with equal value and will be used to make future service improvements where required.
2.7 Complainants are also encouraged to advise Hamilton Marketing Limited in regards to what action they would like us to take to resolve their complaint.
2.8 Upon receipt of the formal complaint, Hamilton Marketing Limited will issue an acknowledgment within a timescale of 5 working days.
2.9 Hamilton Marketing Limited aims to start an investigation on the complaint upon receipt and aims to respond to the complainant within a timescale of 4 weeks. If Hamilton Marketing Limited are unable to meet this timescale and update will still be sent to the complainant to ensure they are aware of the complaints progress.
2.10 Hamilton Marketing Limited aims to send a final response within a timescale of 8 weeks of receiving the formal complaint. If Hamilton Marketing Limited are unable to meet this timescale and update will still be sent to the complainant to ensure they are aware of the complaints progress.
2.11 If Hamilton Marketing Limited take more than 8 weeks after receiving the complaint to reply to the complainant, or the complainant does not think the Hamilton Marketing Limited Ltd outcome has resolved the complaint, Hamilton Marketing Limited advises the complainant to take further action with the Financial Ombudsman Service (FOS) and provides details of how to do so.
2.12 Hamilton Marketing Limited records all complaints on the client’s file where possible and also within a central database. Actions and outcomes of these complaints are also recorded.
2.13 Any complaints to Hamilton Marketing Limited will be reviewed and will be used to make future service improvements where required.
2.14 Should complaints to Hamilton Marketing Limited highlight any particular areas of concern/improvement, necessary remedial action will be taken.
3.1 Compliments can initially be expressed verbally
3.2 Compliments can be sent directly to the adviser via the contact details provided
3.3 Compliments can also be directed to:
Hamilton Marketing Limited
2 Southbrook Terrace
Bradford
England
BD7 1AB