1. Our Commitment

HBI Capital Ltd (“HBI”, “we”, “us”, “our”) is committed to providing a professional and transparent service.

If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so that we can investigate and resolve the matter promptly and fairly.

2. How to Make a Complaint

Complaints should be made in writing wherever possible.

You may contact us using the details below:

Email: info@hbicapital.co.uk
Post:
HBI Capital Ltd
The Oaks, Kem Mill Lane
Whittle-le-Woods
Chorley
PR6 7DZ

Please include:

• Your full name
• Contact details
• Details of your complaint
• Any relevant supporting information

3. Acknowledgement

We will acknowledge receipt of your complaint within 5 business days.

4. Investigation

Your complaint will be:

• Reviewed objectively
• Investigated by an appropriate senior individual
• Considered fairly and impartially

We may contact you for additional information where necessary.

5. Response

We aim to provide a substantive written response within 28 days of receiving your complaint.

If the matter requires additional time, we will inform you and provide an estimated timeframe.

Our response will:

• Summarise our understanding of your complaint
• Outline the findings of our investigation
• Explain any proposed resolution or remedial action

6. Escalation

If you remain dissatisfied with our response, you may request that the matter be reviewed by a senior director of the company.

Where applicable, and subject to regulatory status and eligibility, certain complaints may be referred to an appropriate external body.

Details will be provided where relevant.

7. Record Keeping

We maintain records of complaints and their resolution in accordance with legal and regulatory requirements.