Complaints procedure
If something has gone wrong, we want to know — and we want the chance to put it right quickly.
Step 1 · Tell the branch
Raise the issue with the person handling your business, or ask for the branch manager. Most problems are resolved within a few days at this stage. You can write to us at hello@hartwellandvale.co.uk.
Step 2 · Formal written complaint
If you remain unhappy, put the complaint in writing marked for the attention of the Director at 14 Market Place, Penzance, Cornwall TR18 2JB. We will acknowledge within 3 working days and provide a full written response within 15 working days.
Step 3 · Independent redress
If we cannot resolve matters, or eight weeks have passed since your formal complaint, you may refer the matter free of charge to our independent redress scheme. Details of our scheme membership are displayed in the office and available on request.