Complaints Policy
At MHP Services Bristol Limited, we are committed to providing a high standard of service and customer care at all times. However, if you are unhappy with any aspect of our service, we want to hear from you so we can investigate the matter and work towards a resolution as quickly as possible.
We take all complaints seriously and use customer feedback to help improve our services.
How To Make A Complaint
If you wish to make a complaint, please contact us with the following information:
- Your full name, address and contact details
- Details of your complaint or concern
- Any previous correspondence or reference numbers relating to the issue
You can contact us using the following methods:
By Telephone
0117 000 0000
By Email
By Post
MHP Services Bristol Limited
Bristol
BS14 0JT
How We Handle Complaints
We aim to resolve complaints as quickly as possible.
Where possible, we will attempt to resolve your complaint immediately. If this is not possible, we will acknowledge your complaint and begin an investigation.
If we cannot resolve your complaint straight away, we will contact you within three business days to confirm:
- Why your complaint has not yet been resolved
- Who is handling your complaint
- When we expect to contact you again
We will keep you updated throughout the process and aim to provide a final response as soon as reasonably possible.
Finance Related Complaints
If your complaint relates to a product or service purchased using finance and we are unable to resolve the issue directly, you may contact TradeHelp Ltd using the details below:
TradeHelp Ltd
Marchwiel Centre
Bryn Lane
Wrexham Industrial Estate
LL13 9UT
Telephone: 01978 666887
Email: info@tradehelp.co.uk
If your complaint relates specifically to the finance agreement, your complaint may be forwarded to the relevant lender or credit provider for investigation.
The lender or broker will investigate your complaint and issue a final response within eight weeks.
Financial Ombudsman Service
If you are not satisfied with the outcome of your finance-related complaint, or if eight weeks have passed without a final response, you may have the right to refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk
You must contact the Financial Ombudsman Service within six months of receiving the final response letter.
Finance Disclosure
MHP Services Bristol Limited (FRN 1021843) is an Introducer Appointed Representative of TradeHelp Ltd, authorised and regulated by the Financial Conduct Authority (FRN 697812).
MHP Services Bristol Limited introduce customers to TradeHelp Ltd for the purpose of credit broking only and do not receive a fee for the introduction.
TradeHelp Ltd are a credit broker, not a lender, and offer loans from a panel of carefully selected lenders. All finance options are subject to status and credit checks.
A 14 day cooling off period applies to all applications. If cancelled within this period, alternative payment of the outstanding balance may be required.