{"id":847,"date":"2026-03-12T01:42:01","date_gmt":"2026-03-12T01:42:01","guid":{"rendered":"http:\/\/casa-uk-mortgages.local\/?page_id=847"},"modified":"2026-04-04T23:04:44","modified_gmt":"2026-04-04T22:04:44","slug":"complaints","status":"publish","type":"page","link":"https:\/\/casaukmortgages.co.uk\/ro\/complaints\/","title":{"rendered":"Procedura de reclama\u021bii"},"content":{"rendered":"
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Casa UK Mortgages Ltd este reprezentant desemnat al HL Partnership Limited, care este autorizat\u0103 \u0219i reglementat\u0103 de Autoritatea de Conduit\u0103 Financiar\u0103 (Financial Conduct Authority \u2013 FCA). HL Partnership Limited este \u00eenregistrat\u0103 \u00een Anglia \u0219i \u021aara Galilor (Num\u0103r de \u00eenregistrare: 5011722).<\/p>\n\n\n\n

Acest document reprezint\u0103 un rezumat al procedurii concepute pentru a asigura c\u0103 orice reclama\u021bie este tratat\u0103 \u00eentr-un mod profesionist, corect, eficient \u0219i prompt, \u0219i este solu\u021bionat\u0103 c\u00e2t mai repede posibil de c\u0103tre HL Partnership Limited.<\/p>\n\n\n\n

Angajamentul nostru...<\/h4>\n\n\n\n

Vom depune toate eforturile pentru a solu\u021biona reclama\u021bia Dvs. c\u00e2t mai rapid posibil \u0219i vom respecta urm\u0103toarele termene:<\/p>\n\n\n\n

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  1. Trei zile lucr\u0103toare - Odat\u0103 ce primim reclama\u021bia Dvs., dac\u0103 putem rezolva situa\u021bia p\u00e2n\u0103 la sf\u00e2r\u0219itul programului din a treia zi lucr\u0103toare de la primirea acesteia, v\u0103 vom informa \u00een scris printr-o Comunicare de solu\u021bionare sumar\u0103 (Summary Resolution Communication).<\/li>\n\n\n\n
  2. Cinci zile lucr\u0103toare - Dac\u0103 nu putem rezolva situa\u021bia \u00een termenul men\u021bionat mai sus, v\u0103 vom transmite o confirmare \u00een termen de cinci zile lucr\u0103toare de la primirea reclama\u021biei, confirm\u00e2nd \u00een\u021belegerea situa\u021biei \u0219i furniz\u00e2ndu-v\u0103 numele persoanei care se ocup\u0103 de reclama\u021bia Dvs.<\/li>\n\n\n\n
  3. Patru s\u0103pt\u0103m\u00e2ni - Dac\u0103 nu am reu\u0219it s\u0103 solu\u021bion\u0103m reclama\u021bia p\u00e2n\u0103 atunci, dup\u0103 patru s\u0103pt\u0103m\u00e2ni v\u0103 vom trimite fie Scrisoarea de r\u0103spuns final (Final Response Letter), fie un raport de progres care explic\u0103 de ce nu suntem \u00eenc\u0103 \u00een m\u0103sur\u0103 s\u0103 rezolv\u0103m reclama\u021bia.<\/li>\n\n\n\n
  4. Opt s\u0103pt\u0103m\u00e2ni - Dac\u0103 situa\u021bia nu a fost rezolvat\u0103 p\u00e2n\u0103 la acest moment, la opt s\u0103pt\u0103m\u00e2ni v\u0103 vom trimite fie Scrisoarea de r\u0103spuns final, fie o explica\u021bie privind motivul \u00eent\u00e2rzierii \u0219i o estimare a momentului \u00een care ne a\u0219tept\u0103m s\u0103 v\u0103 furniz\u0103m r\u0103spunsul final.<\/li>\n<\/ol>\n\n\n\n

    V\u0102 RUG\u0102M S\u0102 RE\u021aINE\u021ai<\/strong>O zi lucr\u0103toare este de luni p\u00e2n\u0103 vineri, \u00eentre orele 9:00 \u0219i 17:00, cu excep\u021bia s\u0103rb\u0103torilor legale. Dac\u0103 o reclama\u021bie este primit\u0103 \u00eentr-o zi nelucr\u0103toare sau \u00een afara programului de lucru, aceasta va fi considerat\u0103 ca fiind primit\u0103 \u00een urm\u0103toarea zi lucr\u0103toare.<\/p>\n\n\n\n

    Ne vom asigura c\u0103 persoana care se ocup\u0103 de reclama\u021bia dumneavoastr\u0103 are competen\u021bele, cuno\u0219tin\u021bele \u0219i autoritatea necesare pentru a r\u0103spunde corespunz\u0103tor. Personalul nostru este instruit \u0219i oper\u0103m o procedur\u0103 structurat\u0103 pentru gestionarea reclama\u021biilor, pentru a ne asigura c\u0103 toate reclama\u021biile sunt tratate corect.<\/p>\n\n\n\n

    Ne vom asigura c\u0103 scrisorile pe care vi le trimitem sunt clare \u0219i explic\u0103 situa\u021bia \u00een mod corespunz\u0103tor.<\/p>\n\n\n\n

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    1. Comunicarea de solu\u021bionare sumar\u0103<\/strong> Atunci c\u00e2nd reu\u0219im s\u0103 rezolv\u0103m o reclama\u021bie \u00een termen de trei zile lucr\u0103toare, vom emite o Comunicare de solu\u021bionare sumar\u0103, explic\u00e2nd c\u0103 consider\u0103m reclama\u021bia rezolvat\u0103. Aceasta va include \u0219i informa\u021bii despre modul \u00een care pute\u021bi escalada cazul dac\u0103 r\u0103m\u00e2ne\u021bi nemul\u021bumit.<\/li>\n\n\n\n
    2. Scrisoarea de r\u0103spuns final<\/strong> \u2013 Once we have completed an investigation, we will issue our Final Response Letter to you. This will detail the complaint, explain our investigation, and confirm our findings. The Final Response letter will either ‘Uphold’ your complaint or ‘Reject’ your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included<\/li>\n<\/ol>\n\n\n\n

      Dup\u0103 finalizarea investiga\u021biei, v\u0103 vom transmite Scrisoarea de r\u0103spuns final. Aceasta va detalia reclama\u021bia, va explica rezultatul investiga\u021biei \u0219i va confirma decizia noastr\u0103 final\u0103.<\/p>\n\n\n\n

      Scrisoarea de r\u0103spuns final va indica fie \u201eAcceptarea\u201d reclama\u021biei, fie \u201eRespingerea\u201d acesteia, \u00eempreun\u0103 cu explica\u021biile corespunz\u0103toare. Dac\u0103 este acordat\u0103 o form\u0103 de compensare sau desp\u0103gubire, va fi inclus\u0103 \u0219i o explica\u021bie privind modul de calcul.<\/p>\n<\/div>\n\n\n\n

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      Dac\u0103 nu transmite\u021bi reclama\u021bia \u00een timp util, Ombudsman nu va avea permisiunea de a analiza reclama\u021bia dumneavoastr\u0103 \u0219i va putea face acest lucru doar \u00een circumstan\u021be foarte limitate. De exemplu, dac\u0103 Ombudsmanul consider\u0103 c\u0103 \u00eent\u00e2rzierea a fost cauzat\u0103 de circumstan\u021be excep\u021bionale.<\/p>\n\n\n\n

      Detaliile despre modul \u00een care pute\u021bi contacta Financial Ombudsman Service vor fi incluse \u00een Comunicarea de solu\u021bionare sumar\u0103 sau \u00een Scrisoarea de r\u0103spuns final, \u00eempreun\u0103 cu un document informativ care explic\u0103 modul de func\u021bionare al serviciului. Dac\u0103 ave\u021bi nevoie de informa\u021bii suplimentare, Financial Ombudsman Service poate fi contactat dup\u0103 cum urmeaz\u0103:<\/p>\n\n\n\n

      Adres\u0103<\/p>\n\n\n\n

      Financial Ombudsman Service
      Exchange Tower
      London
      E14 9SR
      Telephone:
      0800 023 4567
      Website: www.financial-ombudsman.org.uk<\/p>\n\n\n\n

      Angajamentul Dvs. c\u0103tre noi<\/h5>\n\n\n\n

      Pentru a ne ajuta s\u0103 solu\u021bion\u0103m reclama\u021biile c\u00e2t mai rapid \u0219i corect posibil, v\u0103 rug\u0103m s\u0103 ave\u021bi \u00een vedere urm\u0103toarele:<\/p>\n\n\n\n

      Spune\u021bi-ne ce s-a \u00eent\u00e2mplat<\/strong> \u2013 Avem nevoie s\u0103 \u00een\u021belegem situa\u021bia c\u00e2t mai clar posibil, astfel c\u0103 este posibil s\u0103 v\u0103 solicit\u0103m s\u0103 ne prezenta\u021bi versiunea dumneavoastr\u0103 asupra situa\u021biei sau s\u0103 ne furniza\u021bi documente \u0219i informa\u021bii care ne pot ajuta \u00een investiga\u021bie. Acestea pot fi transmise prin po\u0219t\u0103, email, verbal sau prin orice alt\u0103 metod\u0103 preferat\u0103 de dumneavoastr\u0103.<\/p>\n\n\n\n

      Ajuta\u021bi-ne s\u0103 g\u0103sim solu\u021bia potrivit\u0103<\/strong> \u2013 Este \u00een interesul tuturor ca reclama\u021biile s\u0103 fie solu\u021bionate pe cale amiabil\u0103. Dac\u0103 exist\u0103 un rezultat anume pe care \u00eel considera\u021bi potrivit, v\u0103 rug\u0103m s\u0103 ne spune\u021bi acest lucru. Este posibil s\u0103 nu putem rezolva situa\u021bia exact a\u0219a cum v\u0103 dori\u021bi, dar vom \u00eencerca. Dac\u0103 nu este posibil, v\u0103 vom explica de ce \u0219i v\u0103 vom propune o solu\u021bie alternativ\u0103.<\/p>\n\n\n\n

      R\u0103spunde\u021bi-ne c\u00e2t mai cur\u00e2nd posibil<\/strong> \u2013 Sper\u0103m s\u0103 nu fie nevoie s\u0103 revenim prea des c\u0103tre dumneavoastr\u0103, \u00eens\u0103 este posibil s\u0103 avem nevoie de informa\u021bii suplimentare sau de clarific\u0103ri. Dac\u0103 se \u00eent\u00e2mpl\u0103 acest lucru, v\u0103 rug\u0103m s\u0103 ne r\u0103spunde\u021bi c\u00e2t mai repede posibil pentru a putea solu\u021biona cazul mai rapid. Dac\u0103 nu pute\u021bi r\u0103spunde imediat, este \u00een regul\u0103 \u2013 v\u0103 rug\u0103m doar s\u0103 ne anun\u021ba\u021bi.<\/p>\n\n\n\n

      Trata\u021bi-ne cu respect<\/strong>\u00a0\u2013 Whilst it can be frustrating if something\u2019s gone wrong, our job is to find out what happened and where appropriate, put things right. Our staff will do everything we can to help so we ask you give them the time to do their work and treat them with respect.<\/p>\n\n\n\n

      How to Complain<\/strong><\/p>\n\n\n\n

      Dac\u0103 dori\u021bi s\u0103 \u00eenregistra\u021bi o reclama\u021bie, pute\u021bi contacta departamentul nostru de reclama\u021bii folosind una dintre metodele de mai jos:<\/p>\n\n\n\n

      Prin po\u0219t\u0103:

      The Complaints Department
      HL Partnership
      First Floor Office, 6 Merus Court, Meridian Business Park, Leicester LE19 1RJ.<\/p>\n\n\n\n

      Prin email:

      complaints@hlpartnership.co.uk<\/p>\n\n\n\n

      Prin telefon:

      01903 602 664<\/p>\n<\/div>\n<\/div>\n\n\n\n

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      \"Casa-UK-Romanian-Broker-in-UK\"<\/figure>\n\n\n\n

      Because everyone deserves
      a place to call home<\/p>\n<\/div>\n\n\n\n

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      Servicii<\/h3>\n\n\n\n
      <\/div>\n\n\n\n

      First-Time Buyer<\/a><\/p>\n\n\n\n

      Remortgages<\/a><\/p>\n\n\n\n

      Buy-to-Let<\/a><\/p>\n\n\n\n

      Protec\u021bie financiar\u0103 <\/a><\/p>\n<\/div>\n\n\n\n

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      Get in Touch<\/h3>\n\n\n\n

      Casa UK Mortgages
      6 Pella Grove, Annesley
      Nottingham, NG15 0EL
      Email:       madalina@casauk.co.uk<\/a>
      Tel:       07459 614660<\/a><\/p>\n\n\n\n