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Complaints

At Hammond Rock, we aim to provide a professional and transparent service to all our clients. However, we recognise that occasionally things may not go as expected. If this happens, we encourage you to tell us so that we can investigate the issue and work to resolve it as quickly and fairly as possible.

We are committed to:

  • Making it simple for you to raise a complaint
  • Treating all complaints seriously and fairly
  • Investigating issues promptly and impartially
  • Keeping you informed throughout the process
  • Resolving complaints as quickly as possible

How to Make a Complaint

If you are unhappy with any aspect of our service, you can contact us using the details below:

Email: complaints@hammondrock.co.uk
Telephone: 01908 972455
Post:
Complaints Department
Hammond Rock
7 Clarendon Drive
Wymbush
Milton Keynes, MK8 8ED

When submitting a complaint, please include:

  • Your name and contact details
  • Details of your complaint
  • Any relevant documents or information
  • How you would like us to resolve the issue

This will help us investigate your complaint efficiently.

What Happens Next?

Once we receive your complaint, we will begin an independent review of the matter.

  • We will acknowledge your complaint as soon as possible.
  • In many cases, we aim to provide a written response within three business days.
  • If the issue cannot be resolved within that time, we will keep you updated and explain the next steps in our investigation.

If your complaint relates to the service provided by Hammond Rock as a credit broker or intermediary, it may be referred to our internal complaints resolution team for further review.

Investigation and Response

During our investigation we may:

  • Review the details of your complaint
  • Examine any relevant records or communications
  • Contact you for further information if required

We will keep you informed of our progress and provide a written outcome once the investigation is complete.

If You Are Not Satisfied

If we are unable to resolve your complaint to your satisfaction, or if eight weeks have passed since you first raised the complaint, you may be entitled to refer the matter to the Financial Ombudsman Service for an independent review.

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Website: https://www.financial-ombudsman.org.uk

Telephone: 0800 023 4567

Please note that the Financial Ombudsman Service will only consider complaints from eligible complainants as defined by the Financial Conduct Authority.

Our Commitment

Complaints help us improve our service. Every complaint we receive is carefully reviewed so that we can learn from the experience and continue improving the way we support our clients.