We always aim to provide you with great service but we do understand that sometimes things don’t quite go as you expected. If you’re unhappy with something we did, you can make a complaint.
If you’re a mortgage broker
If you do wish to make a complaint then the quickest way to do this is using Live Chat. You can also get in touch with us by phone, email or post.
If you’re a customer
You can make a complaint by getting in touch with us by phone, email or post.
To help us investigate your complaint fully, we’ll need the following information from you:
● The details of your complaint, with as much information as possible
● Your contact information and the best time of day to reach you
● What you’d like us to do in order to put things right
● Your case reference number (if applicable)
● If you feel you’ve missed some information out from your initial complaint, just get back in touch quoting your case reference number and any additional detail you’d like us to include.
We always aim to resolve complaints quickly and fairly. We’ll try and do this within three working days. If we need any additional information, or if we think it will take us longer, we’ll let you know within five working
days.
We’ll provide a final response to your complaint within eight weeks, but we aim to resolve most complaints well within this timescale. If our investigation is likely to take more than eight weeks we’ll write to let you know the progress we’ve made and give you an expected date for our final response.