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HOW TO MAKE A COMPLAINT




We always endeavour to offer the best possible service but we recognise that
sometimes clients might feel disappointed. We therefore have a Client Services
team who will try to resolve any issues as quickly as possible. They will do it
in as fair a way as possible, indeed our regulators, the FCA, require certain
procedures are adhered to, but we also recognise that complaints can be good for
our business and we can learn from them. We therefore review any trends that
emerge so we can improve our service where needed.

In the first instance please email our Client Services team at
complaints@hl.co.uk, or write to:

Client Services Manager
Hargreaves Lansdown
One College Square South
Anchor Road
Bristol
BS1 5HL


COMPLAINTS HANDLING PROCEDURE


HARGREAVES LANSDOWN GROUP COMPANIES

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 close of business within 3
business days of receiving it, we will not send you details of our Complaints
Procedure. Nor will we go through the formal Complaints Procedure detailed
above. We will provide you with a Summary Resolution Statement confirming the
matter has been 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.



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© Copyright 2022 Hargreaves Lansdown. All rights reserved.

Hargreaves Lansdown is a trading name of Hargreaves Lansdown Asset Management
Limited, a company registered in England and Wales with company number 01896481
and authorised and regulated by the Financial Conduct Authority. Information
about us can be found on the Financial Services Register (register number
115248).

Registered Office: 1 College Square South, Anchor Road, Bristol, BS1 5HL.

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