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We would like to hear from you if you are unhappy with our products or conduct. We have a Complaints Procedure that includes clear standards so that you know what to expect from us.
If you would like to discuss a complaint about your mortgage application or pay-out, please contact us:
For all other complaints, please contact us:
We will try to resolve your complaint as quickly as possible. If we resolve your complaint by the end of the third business day after it was made and you have accepted our response, we will write to you to confirm this and to provide information in relation to what you can do if you remain dissatisfied.
If we are unable to resolve your complaint by the end of the third business day after it was made, we will write to you promptly to let you know that we have received your complaint and are dealing with it. We will keep you informed of what progress we are making in relation to resolving your complaint.
We will write to you with our final response once our investigation is complete, or in any event, no later than eight weeks after receiving your complaint. We will provide details of our proposed resolution or, if applicable, why we have not been able to achieve a resolution by that time.
Once we have provided our final response, or in any event after eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if they believe that the delay was as a result of exceptional circumstances.
The Financial Ombudsman Service can be contacted on 0800 023 4567 or at Exchange Tower, London E14 9SR. You can also visit their website for more information www.financial-ombudsman.org.uk.
You should allow us to complete our internal complaints procedure (as summarised above) before you refer your concerns to the Financial Ombudsman Service.
You have the right to complain to the Information Commissioner’s Office, which enforces data protection laws, in relation to the way we handle your personal information. For further information visit www.ico.org.uk.
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we are unable to meet our liabilities. This depends on the circumstances of your claim. Protection for a claim in relation to mortgage advice we have provided or a mortgage we have arranged is covered up to a maximum limit of £50,000.
Further information about the compensation scheme arrangements are available from the FSCS at www.fscs.org.uk.