Complaints

Complaints Procedure

How to register a complaint and what to expect

Your Right to Complain

We are committed to providing a first-class service to all our clients. However, if at any point you become unhappy with or wish to complain about the service you have received, please contact us with the details so that we can do our best to resolve the problem.

Who to Contact

In the event of a complaint, please contact us using any of the following methods. Our office hours are Monday to Friday, 9am to 5pm.

What We Do When a Complaint is Received

We will assess your complaint fairly, consistently and promptly. We will consider whether the complaint should be upheld and what remedial action or redress may be appropriate. We will aim to resolve the matter as quickly as possible.

If Resolved Within 3 Working Days

If we are able to resolve your complaint to your satisfaction within three business days of receipt, we will contact you by the end of the third business day to confirm the resolution. A summary resolution communication will be sent to you confirming the outcome.

If NOT Resolved Within 3 Working Days

If we are unable to resolve the matter within three business days, we will:

  • Write to you within five business days of receiving the complaint, acknowledging it and advising you of who is dealing with the matter.
  • Investigate the matter fully. We may need to ask you for further information or a letter of authority to enable us to investigate on your behalf.
  • Aim to resolve the complaint within eight weeks of receipt.

Our final response letter will include a summary of the complaint, details of our investigation, whether the complaint has been upheld or not upheld, and any corrective action we have taken or propose to take.

If Investigation Exceeds 8 Weeks

If we are unable to provide a final response within eight weeks, we will write to you explaining the reasons for the delay and indicate when we expect to be able to provide our final response. At this point, you also have the right to refer the matter to the Financial Ombudsman Service.

If You Are Unhappy With Our Response

If you are not satisfied with our final response, or if eight weeks have passed since you first made your complaint, you may refer your complaint to the Financial Ombudsman Service. This is a free, independent service for resolving disputes between consumers and financial businesses.

Please note the Financial Ombudsman will not be able to assist where your complaint relates to a BTL mortgage, unless you or a family member live or intend to live at the property.

Complaint Not About Our Firm

If we receive a complaint that does not relate to our firm or our activities, we will promptly forward it to the appropriate firm and advise you accordingly.