Legal

Complaints

If something isn't right, we want to hear about it and put it right.

How to complain

Email enquiries@harbourfirst.co.uk with "Complaint" in the subject line, and tell us what happened and what you'd like us to do. Please include any reference or dates that help us look into it.

What happens next

• We will acknowledge your complaint within 3 business days.
• We will look into it and give you a full response within 15 business days. If we need longer, we will tell you why and when to expect a reply.
• We treat every complaint seriously and use it to improve how we work.

Complaints about a firm we introduced you to

Harbourfirst does not advise on your matter — a regulated firm does. If your complaint is about the service or advice of a firm we introduced you to, please raise it with that firm first, under its own complaints procedure. If you are not satisfied, you can escalate:

• Solicitors — the Solicitors Regulation Authority and, for service issues, the Legal Ombudsman.
• Insolvency practitioners — via the Insolvency Service complaints gateway.

Concerns about your data

If your complaint is about how we have handled your personal information, see our Privacy notice. You also have the right to complain to the Information Commissioner's Office (ICO).