Feedback and complaints

How to give feedback

We love hearing from you and value your feedback. You can send feedback through web chat, by email or through a letter.

How to make a complaint

We endeavour to provide our customers with excellent service. If something has gone wrong, we’d appreciate the opportunity to fix it.

You can lodge a complaint through the following channels:

What happens once you have submitted your complaint?

As a mortgage lender we are regulated by the Financial Conduct Authority and there are strict rules that we must abide by. This means that your complaint will be handled in a way that is fair and consistent.

We will give you a complaint reference number, that will be there from opening to resolution. You should keep a record of this reference number and refer to it when speaking to us about your complaint.

We will then investigate your complaint thoroughly and identify a solution, before providing you with a response.

When can you expect a response from us?

We will work to provide a solution to your complaint within three working days. If this is the case, we will send you a Summary Resolution Communication. This will give you the Financial Ombudsman Service (FOS) details and let you know that we consider your complaint resolved.

If we need longer to investigate your complaint, we will send you a complaint acknowledgment within three working days and we will send you a final response within eight weeks, once we have finished exploring a complaint resolution for you.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the complaint response, you can take your complaint to the Financial Ombudsman Service (FOS) within six months of receiving your final response.

How do I complain to the Financial Ombudsman Service?

You can fill out the Financial Ombudsman Service online form here: https://www.financial-ombudsman.org.uk/contact-us/complain-online

Or you can also phone them on 0800 023 4567

If you stop paying your mortgage, you could lose your home.