At Hampford Trust Fund we are committed to providing the highest standard of customer service to you and all of our customers. Occasionally we may not live up to these standards and if this happens we want to hear from you.

If you have a complaint

Letting us know you are unhappy with the service you receive is the best way of ensuring that we have an opportunity of putting matters right for you and improving our service in future for you and all of our customers.

In the first instance you should raise your concern with the person or department you have been dealing with and they will endeavour to immediately resolve the problem. If you aren’t satisfied with the action they take you can make a formal complaint by contacting:

Complaints Department

Email to Hampford Trust Fund on complaints@htfunduk.com

To help us investigate and resolve your complaint as quickly as possible it would be helpful if you could provide the following information.

• Your name and address;
• Your account/loan number (if applicable);
• A daytime and/or mobile telephone number;
• A clear description of your complaint; and
• Details of what you would like us to do to put it right.

 

What we will do to resolve your complaint

We will do our best to resolve your complaint as quickly as we can. Where we cannot resolve it by the following working day we will provide you with a written acknowledgement of your complaint as soon as possible, but in any event within 5 working days.

We will aim to resolve your complaint within four weeks. If we are unable to do so, we will write to you explaining what is happening and letting you know when we expect to be able to do so. In any event we will issue a final response letter within 8 weeks of receiving your complaint.

 

If you are still unhappy

Hampford Trust Fund is regulated by the Financial Conduct Authority (FCA) for selling regulated products. This means that some complaints that we receive are within the jurisdiction of the Financial Ombudsman Service (FOS), and, when we receive a complaint, we will look to determine whether or not this is the case. The areas covered by FOS that HTF offer are:

• Loans
• Bank accounts
• Mortgages
• Credit - i.e. car finance
• Repayment problems and debt collection
• Online payments
• Savings & investment products

Whether FOS can help with your own complaint will depend on what product you applied for or purchased, what the complaint is about, when the event you're complaining about took place and whether or not you are an eligible complainant (i.e. you are an individual or a company up to a certain size).