What to do if you have a complaint?
Happy Hearts understands
that occasionally issues may arise and you may have a complaint. We take
complaints seriously and have a process through which we seek to
The complaints process
and the times for each step are outlined below. We aim to work within
these timeframes and keep you informed of the progress of your
complaint. In the unlikely event that your complaint is not resolved
within a maximum of 14 business days, you may wish to access external
review options such as the Financial Ombudsman Service whose contact
details appear below.
Step 1: Please contact us first
The first thing you
should do is email us about your concerns. Our Complaints Officer may be
able to resolve the complaint for you. If not, they will refer you to,
or you may request to speak to a Manager.
The Manager will attempt
to respond to your complaint as soon as possible. If they require more
information, they will aim to respond within 7 business days of receipt
of your complaint.
We will treat your
complaint as a dispute and assign one of our staff members to conduct an
independent review of the matter. Happy Hearts will contact you with a
decision usually within 7 business days of receiving your dispute.
Step 2: Seek an external review of the decision
If you are unhappy with
our decision you may wish to seek an external review. Happy Hearts will
provide you with information on external review options, such as
referring you to the Financial Ombudsman Service (FOS).
You can contact the Financial Ombudsman Service at firstname.lastname@example.org or phoning 1300 780 808.
You can also visit the Financial Ombudsman Service website for more information.