Complaints Handling

Hilton-Baird Financial Solutions takes its responsibility as a commercial finance broker very seriously and is dedicated to providing exceptional client service.

Authorised and regulated by the Financial Conduct Authority (FCA), and as a member of the National Association of Commercial Finance Brokers (NACFB) and affiliates of the Asset Based Finance Association (ABFA), our complaints handling process follows guidelines from the FCA, NACFB, ABFA, and the Financial Ombudsman Service accordingly, and can be viewed here.

It is possible to make formal complaints about any part of our service by telephone, post, e-mail, website, fax and face-to-face. Whichever method you choose, we will handle your complaint as soon as possible, typically within five working days. All complaints which are received will be escalated to management immediately, with customers updated on an ad-hoc basis as and when required, at least weekly, until a satisfactory resolution is reached.
Download our complaints form

Referring a complaint

Clients have the right to refer their complaint to the Financial Ombudsman Service if they are unhappy with the final response, or if eight weeks passes from the date the complaint is initially raised. The Financial Ombudsman Service’s contact details are as follows:

Dedicated to a quality service

Hilton-Baird Financial Solutions performs regular quality assurance and supervision by closely monitoring all our activities. To ensure quality of service, our senior management regularly reviews individual calls and provides feedback to help staff improve.

Further to this, all of our employees receive training on our internal Complaints Policy, which:

All complaints which are received are reviewed for compliance with Hilton-Baird Financial Solutions’ complaints handling process on a quarterly basis.