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Our Complaints Procedure

Overview

Hellostake Limited takes customer complaints very seriously. We strive to:

  • Investigate each complaint competently, diligently and impartially;

  • Assess each complaint fairly, consistently and promptly with respect to subject matter, whether it should be upheld and what remedial action or redress may be appropriate;

  • Offer redress or remedial action when appropriate;

  • Explain to the complainant promptly and, in a way that is fair, clear and not misleading, the assessment of the complaint, the decision on it and any offer of remedial action or redress;

  • Comply promptly with any offer of remedial action or redress accepted by the complainant; and

  • Undertake root cause analysis, in order identify and remedy any recurring or systemic problems and consider complaints as an opportunity to improve and provide our customers a better service.

How to make a complaint

If you wish to file a complaint, you can do so by either:

  • writing a letter addressed to: 

Complaints Handling

Hellostake Limited

85 Great Portland Street, London,

W1W 7LT

What happens after we receive your complaint?

Upon receipt of your complaint, we will acknowledge receipt of your complaint promptly by email.

In accordance with our Complaints Procedure, your complaint will be forwarded to the relevant department, which will review it carefully and make every endeavor to resolve it without undue delay. We shall make every effort to provide you with a final response within eight (8) weeks from the date you have submitted your complaint to us.  If we are unable to provide you with a final response within this time frame, we will write to you explaining why we are unable to issue a final response at this time and advise you when you can expect a final response.

During the investigation process, we will keep you updated of the handling process of your complaint. 

If you are dissatisfied with the final response you have received from us, you are entitled to refer your complaint to the Financial Ombudsman Service.  The Financial Ombudsman Service is a free, independent service for settling disputes between financial services firms and their customers. 

You can contact the Financial Ombudsman Service:

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six (6) months of the date of our final response to you.

If you do not refer your complaint in time, the Financial Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances e.g. if the Financial Ombudsman believes that the delay was as a result of exceptional circumstances.

Please find a copy of the Financial Ombudsman Service’s consumer leaflet here

For more information, please refer to their website: www.financial-ombudsman.org.uk.


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