Mortgages-Online Complaints Procedure
We hope you never have reason to complain about the advice we give but should you have need to, then in the first instance please write to us detailing why you have reason to complain and the outcome you that you expect to achieve.
- We will acknowledge your complaint promptly
- We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update
- We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response
- If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS) South Quay Plaza 183 Marsh Wall London E14 9SR
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.
Should you wish to make a complaint then you can do so by writing to us at…