Complaints Policy

Hawkbridge Lending Limited (Hawk) is committed to providing a high-quality service to everyone we deal with, but we acknowledge that we may not always get it right. Your views are important to us and your feedback is key to improving the service we offer.

If for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible. We’ll investigate the situation and where appropriate, set about putting things right as quickly as possible. Sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress.

How to report a complaint

If you have a complaint, you can contact us by:

• emailing complaints@hawk.je or
• by post to Hawk, Hawk House, 22 Esplanade, St Helier, Jersey, Channel Islands, JE1 1HH; or
• by phone +44 1534 708760.

How we handle complaints

We will provide an acknowledgment of your complaint in writing, within 5 business days.

We will investigate the complaint and may need to ask you further questions or to provide supporting evidence. We will provide you a final response in writing. Our final response will set out what steps we’ve taken to investigate your complaint, our findings on the matter,  and, if the complaint is upheld, what, redress, or remedy is appropriate to put things right.

The final response will be issued as soon as practicable but certainly within 12 weeks of first receiving the complaint.

Your rights

If you remain dissatisfied with our final response, you can refer the complaint to the Channel Islands Financial Ombudsman (“CIFO”). Referrals to CIFO must be made within 6 months of the final response letter being issued or they may not be able to investigate the complaint . Further details can be found on their website: https://www.ci-fo.org/about/how-we-work/

CIFO contact details

Email address: enquiries@ci-fo.org

By telephone: +44 (0) 1534 748610
By mail to:
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands
JE4 9QG