Help to Buy - Wales

You can complain to Help to Buy - Wales (HtBW) over the phone or in writing in an email or letter, about HtBW or about someone who works for HtBW. Your complaint could be where HtBW may have provided inaccurate or misleading information, that may have caused delay or confusion, or where we have misunderstood or not responded to your enquiry, or we have not provided the standard of service you expect. Someone else can also complain on your behalf as well.

Complaint Handling 

• Wherever possible HtBW will try to resolve your complaint at first point of contact. We will check that you agree that your concerns have been answered to your satisfaction, and you are happy to close your complaint. HtBW will capture this information and call it Customer Feedback. We will send you an email confirming this to you, along with our contact details if you wish to come back and continue with your complaint.
   
• If HtBW are not able to resolve your complaint to your satisfaction at first point of contact, we will look to resolve it within 3 business days with the support of our management team. Again, we will check your concerns have been answered to your satisfaction and you are happy to close your complaint. HtBW will capture this information and call it an Early Resolution Complaint. We will send you a letter confirming this to you, our contact details if you wish to come back and continue with your complaint, and details of the Financial Ombudsman Service who you can refer your complaint to if you are still unhappy with HtBW.
   
• If HtBW are still unable to resolve complaint at this point we will capture this information and open a Full Complaint. We will send you a letter to acknowledge your complaint, called the Acknowledgement, confirming who is investigating your complaint and what they will be investigating. HtBW will investigate in as much detail as necessary. Additional information will also be obtained, including obtaining information directly from any of our staff involved.
   
• Once your complaint has been investigated, a decision will be made about whether HtBW accepts your complaint, upholds, or disagrees with the complaint, rejects. If the complaint is upheld, a decision will be made as to whether or not it is appropriate to make an offer of redress to you.
   
• The result of the investigation will be communicated to you in a letter, known as the Final Response. This will be sent within 8 weeks (56 days) of HtBW receiving your complaint and will include the result of the review, including our reasons for accepting / rejecting your complaint, together with details of any remedial action or redress agreed.
   
• If HtBW have not able to provide a Final Response within the eight-week time limit, we will send you a letter with an update on the investigation into your complaint indicating when you can expect the final response to your complaint and explaining your options for dispute resolution, known as the “Eight-week response”.
   
• If you do not accept HtBW’s findings or accept our offer of redress, you can refer the complaint to the Financial Ombudsman Service; which sets out its process on its website.

What you can expect from HtBW 

• If you wish to make a complaint, we won’t put any barriers in your way.
• We will seek to deal with your complaint immediately.
• If we can’t deal with your complaint immediately, we’ll carry out sufficient investigation to reach a fair decision.
• We will keep you up to date with our investigation into your complaint.
• We will set out in writing the result of our investigation and explain how we reached our decision.
• We will tell you what you can do if you don’t agree with our decision. 

How to contact HtBW if you have a complaint

• Telephone: 08000 937 937 (Monday to Friday 9am to 5pm), please press Option 4
• Fax: 029 2080 3451

Email: cr@helptobuywales.co.uk