Complaints Procedure 

Version 1.5 Dated: 24/05/2020

Complaints received by letter
All complaints received by letter should be forwarded to the Complaints Officer for a written response. 
Address:
Clarke Hendrik Limited
Office 48, Cariocca Business Park
2 Sawley Road
Manchester
M408BB

Complaints received by email
Email complaints@clarkehendrik.com
All complaints received by email should be forwarded to the complaints email complaints@clarkehendrik.com by email and flagged as high importance.

Complaints received by telephone
Telephone number: 01614133519
All complaints received by telephone should be handled with courtesy. If there is any doubt if the call is a complaint, the customer should be asked if they wish their call to be logged as a complaint. Details should then be forwarded to complaints@clarkehendrik.com or to the Clarke Hendrik Complaints Officer.

All complaints are recorded on our Complaints Log.

Upon receiving of complaint, the complainant will be sent a prompt written acknowledgement providing early reassurance that the complaint has been received and is being dealt with. The complainant will be kept informed of the progress of the measures being taken for the complaint's resolution.

We will aim to send the complainant a written statement providing the findings within four weeks of receipt of the complaint.

If the complaint is more complex, an explanatory holding response will be sent advising that additional time is required to investigate the complaint. Clarke Hendrik Complaints Officer will provide a final response within eight weeks or a further explanatory letter advising of the details for the further delay. This letter will inform the complainant that he is entitled to contact the Financial Ombudsman Service (FOS) if he is not satisfied with the delay.

Where complaints are resolved by the close of the third business day, a summary resolution communication will be sent promptly to the complainant.

Once the complaint has been investigated to a standard we are satisfied with, the findings will be reported to the complainant and the complainant’s response will be retained. We will keep a record of the complaint for five years.

The final response letter sent to the customer will give the address and other contact details of FOS and include a copy of the FOS’s standard explanatory leaflet so that if the complainant is unsatisfied with the resolution of the complaint, he has the opportunity to pursue the complaint via the FOS scheme within six months of the date of the final email received from us.

For further information on the FOS, please see: http://www.financialombudsman.org.uk/

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Note: The Ombudsman will not consider a case that has not first been referred to the Firm in the first instance.

Whether considered significant or minor, all complaints will be reported to Clarke Hendrik Finance Complaints Officer (complaints@clarkehendrik.com) and logged using the Complaints Log. The record will detail the Firm’s response and any action taken. Action taken will be recorded on the Complaints Rectification Log. This will be monitored and provide Management Information where any recurring issues will be identified and resolved.  

Important Information

ALWAYS SEEK ADVICE FROM A QUALIFIED MORTGAGE PROFESSIONAL.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERM OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY.

Our advisors will help you secure the best mortgage deal whether you are a first-time buyer, remortgaging your home, or buying to let. We will help you throughout the mortgage process - no hidden costs or surprises, just straightforward, honest mortgage advice. We do charge a fee that would vary subject to the chosen plan, and this will be clearly disclosed to you. We work exclusively with a limited number of carefully selected lenders. The actual rate available and the actual amount you pay will depend upon your circumstances. Loans and remortgages are subject to status. Ask for a personalised illustration. Loans are secured on the property. There is no obligation to proceed with our recommendations. We receive a commission fee from the lenders we introduce you to if you subsequently take out a loan with them. Please contact us if you would like to find out more.

Calls to and from Clarke Hendrik Limited may be monitored and recorded for record-keeping, supervisory, training, and quality-assurance purposes. 

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© Copyright 2021 Clarke Hendrik. All Rights Reserved.

  © Copyright 2021 Clarke Hendrik.
  All Rights Reserved.



Clarke Hendrik Finance is a trading name of Clarke Hendrik Limited. Clarke Hendrik Limited is a limited company registered in England and Wales, Registration number 10924999. Licensed by the Information Commissioner's Office Under the Data Protection Act Registration Number ZA274068. Clarke Hendrik Limited is an Appointed Representative of United UK Mortgages Ltd Authorised and Regulated by the Financial Conduct Authority, FCA number 924559. Clarke Hendrik Limited Firm Registration Number: 788035.