Hawk Lending Limited is committed to providing a high-quality service to everyone we deal with.

Our policy is to treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

A complaint is an expression of dissatisfaction, whether justified or not.

We want to help you resolve your complaint as quickly as possible and we treat all complaints seriously.

How to report a complaint:

If you have a complaint, you can contact the Managing Director by email kiri@hawkgroupltd.com or put in writing to the Managing Director, Hawk Lending Limited, Ground Floor, Hawk House, 22 Esplanade, St. Helier, Jersey. JE1 1HH.  Alternatively, you can call 01534 708760.

How we deal with any complaint that is referred to us

We will provide in writing, within 5 business days, unless expressly agreed by the complainant to the contrary, an acknowledgment that their complaint has been received and confirm that the complaint is being considered.

We will investigate the complaint and determine the outcome in writing.  The final response will be sent promptly but usually within 8 weeks of first receiving the complaint and, in any event, within 3 months of first receiving the complaint.

If the complaint is upheld, the investigation will also determine what, if any, redress, or remedy is appropriate.

Your rights:

If you remain dissatisfied with the final response or at least 90 days has passed since you first made the complaint which remains unresolved, you can refer the complaint to the Channel Islands Financial Ombudsman  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