Numen Financial Ltd

Numen Financial Ltd
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Complaints

Numen Financial Limited is an Appointed Representative of HL Partnership Limited which is authorised and regulated by the Financial Conduct Authority.   We are committed to providing a professional service to all our customers. If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place. You can make a complaint by any reasonable means including telephone, letter, or email. Our contact information:

  • Write to: 203 Field End Road, London, HA5 1QZ
  • Telephone: 020 3719 1058
  • Email: hbhatt@numenfinancial.co.uk

  If you prefer, you can also refer your complaint to HL Partnership Limited directly using the following contact details:

  • Write to – The Complaints Department, HL Partnership, First Floor Office, 6 Merus Court, Meridian Business Park, Leicester LE19 1RJ.
  • Telephone: 01903 602 664
  • Email: complaints@hlpartnership.co.uk

HL Partnership (HLP) endeavour to resolve your complaint as quickly as possible and will work within the following timescales:

  1. Three Business Days – Once HLP receive your complaint, if they are able to resolve the matter by close of business on the third working day following its receipt, they will simply do so and advise you in writing with their Summary Resolution Communication.
  2. Five Business Days – If HLP are not able to resolve the matter as above, they will write to you within five business days acknowledging your complaint, confirming their understanding of the situation, and providing you with the name of the individual handling the complaint.
  3. Four Weeks – If HLP haven’t been able to resolve the complaint sooner, after four weeks they will send you either our Final Response letter (please see below) or a progress report explaining why they are not yet in a position to resolve the complaint.
  4. Eight Weeks – If HLP still haven’t been able to resolve the case before hand, at eight weeks they will send you either our Final Response letter (please see below) or an explanation why they are not yet in a position to resolve the complaint, giving the reason for the delay and indicating when they expect to be able to provide a final response. PLEASE NOTE:A business day is a Monday to Friday between 9am and 5pm, excluding bank holidays. When a complaint is received on a non-business day, or on a business day outside business hours, they will treat the complaint as being received on the next business day.


1.) HLP will ensure the person dealing with your complaint has the required skill, knowledge and authority to respond to your complaint. Their staff are fully trained, and they operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.

2.) HLP will ensure the letters they send are clear and explain things properly. When they resolve a complaint, you will either receive:

  1. Summary Resolution Communication– Where HLP have been able to resolve a complaint within three business days, they will issue a Summary Resolution Communication explaining that they believe the complaint to be resolved. This will include details of how to escalate the case if you remain dissatisfied.
  2. Final Response Letter– Once HLP have completed an investigation, they will issue their Final Response Letter to you. This will detail the complaint, explain their investigation, and confirm their findings. The Final Response letter will either ‘Uphold’ your complaint or ‘Reject’ your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included


HLP will give you access to the Financial Ombudsman Service which is a free service set up by Parliament to sort out individual complaints that consumers and financial businesses are not able to resolve themselves.

If, once they have issued a Summary Resolution Communication or Final Response Letter (or after 8 weeks if we have yet to issue a Summary Resolution or Final Response letter), you remain dissatisfied with the outcome of our investigations, you may have the right to approach the Financial Ombudsman Service within 6 months of the date of the letter.


If you do not refer your complaint in time, the Ombudsman will not have HLP’s permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.


Details of how to get in touch with The Financial Ombudsman Service will be issued with HLP’s Summary Resolution and Final Response letters along with a leaflet explaining how the service works. If you require more information, the Financial Ombudsman Service can be contacted as follows:


Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Telephone: 0800 023 4567

Website: www.financial-ombudsman.org.uk


You can also visit their website and refer complaints to them online by visiting. https://www.financial-ombudsman.org.uk/ Let us know if you need any extra help or support. We are committed to providing a complaints service that is accessible to all our customers. If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.







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