Help Section – Report a Concern, Complaint or Issue

dear clients

We take complaints and concerns about our services seriously.

We make every effort to ensure that you are satisfied with our services and that you receive the same high standard of service from each of our associates.

However, if we have not met your expectations and you would like to share additional information, feedback, or submit a complaint, please complete the form below. We will review the matter as quickly as possible and contact you as soon as we can.

We can also provide assistance with submitting a complaint or claim directly to a bank or insurer regarding their services.

In exceptional circumstances, you may also have access to a Hussaria Group Client Advocate, who acts as a representative of our clients’ interests in dealings with a bank or insurer where required. The Client Advocate’s primary role is to support clients in the appeals process against decisions made in relation to complaints. Complaints should be submitted in line with the procedure outlined below.

To help us review your case efficiently, please provide the reason for your appeal and your expectations regarding resolution, and attach any supporting documents that are not already held by the bank or insurance company and are directly related to your submission. We investigate all cases thoroughly, with the highest level of care, and in accordance with applicable laws and regulations.

Correspondence Address:

FAO: Complaints Officer
Hussaria Group Ltd
Sentinel House,
Albert Street, Eccles
Manchester M30 0SS
United Kingdom

COMPLiANCE

HOW TO SUBMIT A COMPLAINT OR CONCERN

Complaints for Individual Customers

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Rules and Timeframes

We aim to review all submissions as quickly as possible. We understand how important this process is to you.

Where we are able to resolve your complaint within 3 full business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and conclusion.

If your complaint cannot be resolved within this time, we will ensure that you are kept informed of our progress with regard to the investigation.

We will endeavour to send you our Final Decision Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress if it is not resolved before then.

If our investigation is still ongoing after 8 weeks, we will send you confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this timescale. We will also give you an indication when you can next expect contact from us and a copy of the FOS’s leaflet.

Method of Response

Once your complaint or concern has been reviewed, we will issue our response without delay.
Responses will be sent by email or by post to the contact details provided in the submitted form.
In exceptional cases, we may also contact you by telephone.

Supporting Documents

Some cases may require additional documentation. These documents may be provided to you by email or downloaded from our website or from the websites of banks or insurers.
Completed documents can be scanned and attached to your submission. This is the fastest way to proceed.

Appeals

If you do not agree with our decision, or if you wish to provide additional information in relation to a resolved complaint, you have the right to appeal.

Appeals may be submitted: against the decision of the staff member handling the complaint – in writing to the Head of the Complaints Department, using the address provided in our response; or against the decision of the Head of the Complaints Department – in writing to the Hussaria Group Ltd Client Advocate (Complaints Officer) at the address below:

FAO: Complaints Officer
Hussaria Group Ltd
Sentinel House,
Albert Street, Eccles
Manchester
United Kingdom

Financial Ombudsman Service

If you are not satisfied with our final response to your complaint, or if you have not received a final response within eight (8) weeks from the date your complaint was submitted, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent organisation that helps resolve disputes between customers and financial services firms. This service is free of charge.

You can contact the Financial Ombudsman Service using the details below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom

Telephone: 0800 023 4567 (from the UK)
Telephone: +44 20 7964 0500 (from outside the UK)
Website: www.financial-ombudsman.org.uk

Please note that you must normally refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

This does not affect your statutory rights.

Contact us in whichever way you prefer.


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A MORTGAGE IS A LOAN SECURED AGAINST YOUR HOME OR PROPERTY. YOUR HOME OR PROPERTY MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

Hussaria Group LTD is authorised and regulated by the Financial Conduct Authority, FRN: 786506.
Hussaria Group LTD is an authorised credit broker and not a lender.

We work with an unrestricted number of lenders to find a potentially suitable arrangement for your consideration.
We will receive commission from lenders. Different lenders pay different amounts depending on the commission model used. We usually charge a broker fee which will depend on the type of transaction and will be disclosed to you throughout your customer journey.

ICO registration number: ZA291222

Company registered in England and Wales No:10851833.Head Office: 4th Floor, Sentinel House, Albert Street, Eccles, Manchester M30 0SS.

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