We are committed to providing a high standard of service. If we fall short of that standard, we want to know — and we will deal with your complaint promptly, fairly and free of charge. You also have the right to take your complaint to the Financial Ombudsman Service if you are not satisfied with our response.
Our commitment to you
As an FCA-regulated mortgage adviser, we are required to have a clear and fair complaints handling procedure in place. This page sets out that procedure in full, in plain English.
We treat every complaint as an opportunity to improve. Whether your concern is about the advice you received, the way we communicated with you, or any other aspect of our service — we will take it seriously, investigate it thoroughly, and respond honestly.
There is no charge for raising a complaint with us, and doing so will not affect any existing or future relationship with us.
What counts as a complaint?
Under FCA rules, a complaint is any expression of dissatisfaction — whether oral or written — about the service or advice we have provided, where you allege that you have suffered, or may suffer, financial loss, material distress or material inconvenience.
Examples of complaints we would handle include:
- You believe the mortgage product we recommended was not suitable for your circumstances
- You feel you were not given clear or complete information before making a decision
- You experienced poor communication, delays or unprofessional conduct
- You believe our advice led to a financial loss
- You have concerns about how your personal data was handled
- You feel we did not treat you fairly as a customer
If you are unsure whether your concern constitutes a formal complaint, please contact us and we will help you decide how best to proceed.
How to make a complaint
You can submit a complaint to us in any of the following ways. We recommend putting your complaint in writing so there is a clear record, but we will also accept complaints made by telephone.
| Method | Details |
|---|---|
| By email | [your@email.com] — please include "Complaint" in the subject line |
| By post | [Your Company Name], [Your Full Address] |
| By telephone | [Your Phone Number] — available [your hours, e.g. Monday to Friday, 9am–5pm] |
| Online form | Use the complaint form below on this page |
What to include in your complaint
To help us investigate and resolve your complaint as quickly as possible, please include the following information where you can:
- Your full name and contact details
- The date(s) the advice or service was provided
- A clear description of your concern and what happened
- The outcome you are seeking
- Any relevant documents, correspondence or reference numbers
Submit a complaint online
Complete the form below and we will acknowledge receipt within 2 business days.
What happens after you complain
Once we receive your complaint, we follow a structured process to ensure it is handled fairly and in accordance with FCA Dispute Resolution (DISP) rules.
Acknowledgement
We will acknowledge receipt of your complaint in writing, confirm who is handling it, and provide a reference number for your records.
Within 2 business daysInvestigation
We will carry out a thorough, impartial investigation. This may involve reviewing records of advice given, correspondence, and any other relevant documentation. We may contact you for further information if needed.
Ongoing — we will keep you updatedEarly resolution (where possible)
For straightforward complaints, we may be able to resolve the matter informally and provide a summary resolution communication within 3 business days of receiving your complaint.
Within 3 business days if applicableFinal response
We will send you a written final response setting out our findings, our decision, and the reasons for it. If we uphold your complaint, we will tell you what we intend to do to put things right. If we do not uphold it, we will explain why and remind you of your right to go to the Financial Ombudsman Service.
Within 8 weeks of receiving your complaintOur timescales
The FCA sets clear rules about how quickly regulated firms must handle complaints. We are committed to meeting — and wherever possible exceeding — these timescales.
| Stage | Timescale | FCA Requirement |
|---|---|---|
| Acknowledgement | Within 2 business days | Promptly on receipt |
| Summary resolution (simple complaints) | Within 3 business days | DISP 1.5 — optional early resolution route |
| Final response | Within 8 weeks | DISP 1.6 — mandatory maximum |
In the rare event that we are unable to provide a final response within 8 weeks, we will write to you explaining why and indicating when we expect to be able to respond. At that point you will also have the right to refer the matter to the Financial Ombudsman Service without waiting for our final response.
The Financial Ombudsman Service
If you are not satisfied with our final response — or if we have not resolved your complaint within 8 weeks — you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent, free service that resolves disputes between financial businesses and their customers.
You must refer your complaint to the FOS within 6 months of receiving our final response letter. After this period, the FOS may not be able to consider your complaint.
Financial Ombudsman Service
The FOS can look at complaints about most financial products and services. Their service is free to use and completely independent of us.
You can contact the FOS in the following ways:
The FOS also provides a consumer leaflet explaining their service, which we are required to make available to you. You can download it directly from financial-ombudsman.org.uk/consumers/how-to-complain.
Are you eligible to use the FOS?
Most individuals who receive mortgage advice are eligible to use the Financial Ombudsman Service. The FOS can consider complaints from:
- Private individuals (consumers)
- Micro-enterprises (businesses with fewer than 10 employees and a turnover or balance sheet not exceeding €2 million)
- Small charities with an annual income of less than £6.5 million
- Small trusts with a net asset value of less than £5 million
The FOS service is completely free to complainants. They are independent of us and of the FCA. Their decision is binding on us if you accept it, but you are not obliged to accept their decision — you can still pursue other legal remedies if you choose.
If you are unsure whether you are eligible, contact the FOS directly — they will be happy to advise you.
How we record and learn from complaints
We maintain a complaints register in accordance with FCA DISP rules. This records all complaints received, how they were handled, and their outcome.
We review our complaints regularly to identify patterns or recurring issues, and use this information to improve our processes, training and service standards. We are required to submit a complaints data return to the FCA on a six-monthly basis.
Complaint records are retained in accordance with our data retention policy — typically for a minimum of 3 years from the date the complaint was resolved. For further details, please see our Privacy Policy.
Our contact details
For any complaint, question about this procedure, or if you would like a copy of this document in an alternative format, please contact us:
| Company | [Your Company Name] |
| Address | [Your Full Address] |
| [your@email.com] | |
| Phone | [Your Phone Number] |
| Hours | [e.g. Monday to Friday, 9am – 5pm] |
| FCA Reference | [XXXXXXX] — verify at register.fca.org.uk |
If you have a general question about your mortgage or our service rather than a formal complaint, please visit our contact page or call us directly. We are always happy to talk things through.