Heritage is committed to ensuring that our products and service provide a meaningful benefit to our customers. We will listen to any feedback you have in relation to your experience with us, and we will try to resolve any complaint you may have. We would also welcome any compliments you may have in relation to the service you have received.
Step 1: You can contact us to discuss your feedback via the following methods:
Step 2: If you are not satisfied with the resolution offered to address your complaint, you should contact our Customer Relations Manager:
You will be contacted to acknowledge receipt of your complaint within five working days.
We will usually complete our investigation of your concerns within the following time frames:
If there are exceptional circumstances regarding the subject of the complaint we make take longer than 45 days. You will be notified if we require more than 45 days.
Should it take longer than 21 days to investigate your complaint, we will keep you informed about our progress.
You are also able to refer your complaint to the external dispute resolution scheme if:
Our external dispute resolution scheme is Financial Ombudsman Service (FOS) and their contact details are as follows:
Please note that the external scheme will refer your complaint back to Heritage if it has not first been investigated by Heritage.