Complaints

We are authorised and regulated by
the Financial Conduct Authority
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What if something goes wrong?

At Pension Access, we always aim to provide the highest possible levels of service and advice. Even so, we appreciate there may be occasions when clients have a complaint. So, formal procedures, summarised in this document, have been established to deal with this eventuality.

These procedures are for clients or associated parties who wish to express dissatisfaction about our firm’s provision of, or failure to provide, a financial service, and believe that they have suffered or may suffer financial loss, material distress or material inconvenience.

If your concerns do not fall under the definition of a complaint above, we will still endeavour to resolve any concerns you may have in a fair and timely manner.

Our complaints procedure

Who to contact

If you have a complaint with the way that we have provided, or failed to provide, a financial service please contact us by letter, telephone or email to let us know your concerns:

Address: Complaints Department, Harbour Rock Capital Limited, Affinity House, Beaufort Court, Sir Thomas Longley Road, Rochester, Kent, ME2 4FD
Telephone: 0800 009 3388
Email: letusknow@harbourrockcapital.co.uk

What happens next?

We will contact you to discuss your complaint and try to agree a resolution. If we resolve your complaint within three business days, we will promptly send you a letter confirming that we consider your complaint to have been resolved to your satisfaction.

If you subsequently decide you are dissatisfied with our resolution, you may be able to refer your complaint to the Financial Ombudsman Service, which is an independent dispute resolution service. In our resolution letter, we will provide you with information about how to do this.
If your complaint cannot be satisfactorily resolved within three business days, we will send a prompt written acknowledgment of your complaint. We aim to send this within 5 business days of receipt of your complaint. If the nature of the complaint is unclear, we may telephone or write to you to further clarify the area(s) of concern.

We will then carry out a full investigation by gathering the information needed to properly review your complaint. This may mean that we will ask you for more information or papers to assist us in the investigation.

In our experience, gathering all the facts and paperwork enables us to consider all the information available at one time, which is in the best interests of reviewing a complaint comprehensively. If we do need to request details from you, we ask that you respond as fully and as soon as possible.

The complaint may be the responsibility, either wholly or in part, of another firm. In these circumstances we will promptly refer the complaint to the other firm and inform you of this fact, together with the firm’s contact details. We will also confirm that we are either investigating matters further or issue a final decision letter.

We will endeavour to fully investigate your complaint and provide our written response to you within 8 weeks of receipt of your complaint. During this time, we will keep you informed of the progress of the measures being taken to resolve your complaint.

If we are unable to respond within eight weeks, we will write to you to advise why and provide information on the Financial Ombudsman Service, which is an independent dispute resolution service, to whom you may wish to take your complaint.

Once we have all the information needed, we will consider the complaint fairly and impartially and provide a written response indicating our decision and the reasons for it.

If you are dissatisfied with our response, then you may be entitled to refer your complaint to the Financial Ombudsman Service. In our final decision letter, we will always provide you with full information about how to do this.

We will consider the complaint closed once we have made our final response to you. However, this does not prevent you from referring your complaint to the Financial Ombudsman Service.

If you require any clarification on our complaint procedures, please do not hesitate to contact us.
0800 009 3388
Mon-Fri 8am-5pm

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Pension Access is a trading name of Harbour Rock Capital Limited which is registered in England & Wales as a Limited Company, No. 10290349. Authorised and regulated by the Financial Conduct Authority, No. 754580. Registered Offices: Affinity House, Beaufort Court, Sir Thomas Longley Road, Rochester, Kent, ME2 4FD. Telephone: 0800 009 3388. Email: pensionaccess@harbourrockcapital.co.uk
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