Complaints Procedure

At Horizon Financial Services Ltd, it is our intention to provide a high level of service at all times. However, if you have reason to make a complaint about our service or the advice you have received, we want to hear from you so we can put things right.

We take all complaints seriously and have a written procedure in place to ensure they are handled fairly, promptly, and in accordance with the rules set out by the Financial Conduct Authority (FCA).

1. How to Make a Complaint

To help us investigate and resolve your concerns as quickly as possible, please provide your name, contact details, a description of your complaint, and any relevant documents or policy numbers.

2. How We Will Handle Your Complaint

Acknowledgement

If we are unable to resolve your complaint immediately (within 3 business days), we will send you a written acknowledgement of your complaint within 5 working days of receiving it. This will outline our understanding of your complaint and confirm who is dealing with the matter.

Investigation

Your complaint will be investigated objectively by an independent member of our senior management team who was not directly involved in the subject matter of the complaint. They will review all relevant evidence and may contact you if further information is required.

Keeping You Informed

We aim to resolve all complaints as quickly as possible. If your complaint requires a more detailed investigation, we will keep you updated on our progress.

3. Our Final Response

Under FCA regulations, we have 8 weeks from the date we receive your complaint to issue a final resolution.

Once our investigation is complete, we will send you a Final Response Letter. This letter will clearly set out our findings, our decision regarding your complaint, and details of any remedial action or compensation we are offering to put things right.

4. The Financial Ombudsman Service (FOS)

We hope that we can resolve your complaint to your satisfaction. However, if you remain dissatisfied with our Final Response, or if 8 weeks have passed since you first brought your complaint to us and we have not yet issued a Final Response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is a free, independent service in the UK for settling disputes between consumers and financial businesses.

Please note that the Financial Ombudsman Service will not look at your complaint until you have first given us the opportunity to resolve it, or until the 8-week timeframe has elapsed.

If your complaint relates to a product or service that is not regulated by the Financial Conduct Authority (such as certain types of Buy-to-Let or Commercial Mortgages), you may not have the right to refer your complaint to the Financial Ombudsman Service. We will advise you if this is the case in our communications with you.