• 5 Kimberley Rd, London NW6 7SG
  • 07425 820641
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SZ Financial Services Ltd – Customer Complaints Procedure

At SZ Financial Services Ltd, we hope all your dealings with us and our Appointed Representatives are positive. However, if something goes wrong, we have a clear and structured Complaints Procedure to ensure your concerns are handled fairly, professionally, and promptly, and resolved as quickly as possible.

Our Commitment to You

1. Timely Resolution:

  • Three Business Days: Upon receiving your complaint, if we can resolve it within three working days, we will do so and send you a Summary Resolution Communication in writing.
  • Five Business Days: If the complaint cannot be resolved within three days, we will acknowledge your complaint in writing within five business days, confirm our understanding of the issue, and provide the name of the person handling your case.
  • Four Weeks: If unresolved after four weeks, we will send you either a Final Response Letter or a progress update explaining why and when we expect to resolve it.
  • Eight Weeks: If the complaint remains unresolved after eight weeks, we will send a Final Response Letter or explain the delay, giving reasons and an expected resolution date.

Note: Business days are Monday to Friday, 9 am to 5 pm, excluding bank holidays. Complaints received outside these times are treated as received the next business day.

2. Qualified Staff:
The person managing  your complaint will have the necessary skills, knowledge, and authority. Our staff are fully trained and follow a robust complaints process.
3. Clear Communication::
When a complaint is resolved, you will receive:

  • Summary Resolution Communication: For complaints resolved within three business days, explaining the resolution and how to escalate if dissatisfied.
  •  Final Response Letter: For complaints resolved within three business days, explaining the resolution and how to escalate if dissatisfied.
    Final Response Letter: After full investigation, detailing the complaint, findings, whether the complaint is upheld or rejected, and any settlement or redress explanation

4. Financial Ombudsman Service If you remain dissatisfied after receiving a Summary Resolution Communication or Final Response Letter—or after eight weeks if no response has been sent you may contact the Financial Ombudsman Service within six months of the date on the letter.

Failing to refer your complaint within this time frame may limit the Ombudsman’s ability to consider your case unless there are exceptional circumstances.

Financial Ombudsman Service Contact Details:

Address:
Financial Ombudsman Service Exchange Tower London E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk

Details about the Ombudsman will be included with our communications.

Your Commitment to Us

To help us resolve complaints effectively, we ask you to:

  • Tell us what happened: Provide your side and any documents or information to help our investigation. You can do this by post, email, verbally, or any way you prefer.
  • Help us find a solution: Let us know if you have a preferred outcome. We
    will consider this and explain if it is not possible.
  • Respond promptly: If we ask for more information, please get back to us as
    soon as possible to avoid delays.
  • Treat our staff with respect: Our team aims to help and resolve your
    concerns. Please allow them the time and respect to do so.

How to Complain

If you wish to register a complaint, please contact our Complaints Department using any of the following methods:

By Post:

Complaints Department SZ Financial Services Ltd. 5 Kimberley Road London NW6 7SG

By Email:

complaints@szfinancial.co.uk

By Telephone:

+44 7425 820 641

Get Help With Your Mortgage & Protection

To discuss how we can help you please contact us for an initial chat or arrange an appointment with the adviser.

Book an Appointment

Non-Regulated Disclosure – The Financial Conduct Authority does not regulate some forms of Buy to Lets. Your property may be repossessed if you do not keep up repayments on your mortgage.

Talk to a Mortgage Advisor on 07425 820641

SZ Financial Services Ltd which is an appointed representative of HL Partnership limited which is authorised and regulated by the Financial Conduct Authority.

Initial consultation is free of charge and with non-obligations. There may be a fee for mortgage advice. The precise amount of the fee will depend upon your circumstances but will range from £399 to £998 and this will be discussed and agreed with you at the earliest opportunity.

The guidance and/or advice contained within this website is subject to the UK regulatory regime and is therefore targeted at consumers based in the UK. Please be aware that by clicking on to the above links you are leaving the SZ Financial Services Ltd website. Please note that SZ Financial Services Ltd nor HL Partnership Ltd are responsible for the accuracy of the information contained within the linked site(s) accessible from this page. Your home may be repossessed if you do not keep up repayments on your mortgage. Think carefully before securing any other debts against your home.

SZ Financial Services Ltd, trading as SZ Financial Services Ltd, is an appointed representative of HL Partnership Limited which is authorised and regulated by the Financial Conduct Authority. SZ Financial Services Ltd is registered in England and Wales with company number 16147085. Registered Office: 5 Kimberley Rd, London NW6 7SG.

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