Contact us

If you’ve got any question about us, our brokers or mortgages in general, get in touch with us: [email protected]

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Email us

General enquiries

[email protected]

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Write to us

Haysto

34-40 Prince Of Wales Road

Norwich

NR1 1LG

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Phone us

Free phone

03330 065 363

Open 9am-9pm

7 Days a Week

Complaints

We strive to give you the best possible service and customer experience. But if you’re not happy with the service you have received, or with the information on the website, get in touch with us and we’ll help you as quickly as possible.

If you have a complaint, provide the following information:

  • Name, Contact Number and Address

  • A description of your complaint, including details of the person(s) involved

  • Your expected outcome of how you would like us to resolve your complaint

We aim to resolve your complaint straight away. Sometimes, we’ll need to investigate your complaint in order to find out how you feel things went wrong. Therefore, we aim to reply to your complaint within 5 days of when you made the complaint. This may be in a letter or email. We aim to fully resolve any complaints received within 4 weeks.

If you’re complaining about a mortgage advisor

If you have a complaint about one of the mortgage advisors on our platform, let us know. Use the complaints procedure above and contact us. 

If you’re complaining about a third party, for example, a lender

We want to make sure you’re treated fairly by the third parties we work with. Although we can’t take direct responsibility for the actions or advice of another company, and might not be able to affect the outcome, we want to make sure you get the highest level of service. 

So if you want to raise an issue about a lender or another third party, we’ll always be open to hear what you have to say. 

We advise you let the third party know your complaint first, but encourage you to let us know too.

The Complaints Department
HL Partnership
Unit 1
2nd Floor
Southern Gate Office Village
Chichester
PO19 8SQ

Email: [email protected]
Tel: 01903 602664


More information: https://hlpartnership.co.uk/complaints-procedure/

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