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Complaints handling procedure

We use this procedure if all four of the following apply to your complaint:

  • It is against Hargreaves Lansdown Asset Management Ltd, Hargreaves Lansdown Advisory Services Ltd, Hargreaves Lansdown Savings Ltd or Hargreaves Lansdown Fund Managers Ltd.
  • It implies that you are, or may be, seeking a remedy from any of those companies.
  • It is about loss, damage or material inconvenience that you are claiming to have suffered.
  • It is about business activities regulated by the Financial Conduct Authority (FCA).

Our promise to you

We will fully comply with the FCA’s rules and guidelines on complaints handling. We will aim to resolve complaints promptly, fairly and reasonably based on their merits. We will be courteous at all times. We will use justified complaints as a learning tool so that we continue to improve the quality of service we offer.

Acknowledging, investigating and resolving complaints

We will acknowledge your complaint promptly and keep you informed of the progress of our investigation.

We will always ensure that your complaint is properly and adequately investigated by a person of sufficient expertise and competence who was not directly involved in the matter you are complaining about.

We will provide you with a final response to your complaint which will explain the outcome of our investigation, details of any offer of settlement and your rights regarding referring the matter to the Financial Ombudsman Service.

If your complaint relates to payment services (HL Currency or HL Savings Ltd) we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, the FCA gives us a maximum of 35 business days.

For all other types of complaint, the Financial Conduct Authority (FCA) gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline.

Early resolution of complaints

If we resolve your complaint to your satisfaction by the close of business within 3 business days of receiving it, we will not go through, or send you details of our formal Complaints Procedure. We will provide you with a Summary Resolution Statement confirming the matter is considered to be resolved, and informing you of your right to refer the matter to the Financial Ombudsman Service if you remain unhappy with the outcome and we are unable to assist you.

Referring your complaint elsewhere

If we believe another firm is responsible for the complaint, we will forward it to them in writing and inform you we have done so. If we feel that the other firm is jointly responsible, we will inform you of the referral, provide the relevant contact details, and continue our investigation of the part of your complaint that comes under our remit.

Co-operating with the Financial Ombudsman Service (FOS)

We must co-operate fully with the FOS in any procedure they may adopt with a view to the conciliation or adjudication of any complaint sent to them for consideration.

If you are not satisfied you are likely to have the right to refer the complaint to the Financial Ombudsman Service. Please note however, that the Ombudsman will not look at a complaint until it has been raised with the firm and the firm has had a reasonable time to respond. We will provide full details of the service when we respond to your complaint.

For complaints about our pension products you also have the option of referring the complaint to the Pension Ombudsman Service.

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