Complaints Procedure

How to complain

Our staff aim to offer expert knowledge and unbeatable service, but there may be occasions when you feel you have cause to complain.

If you have a complaint about any aspect of the service that you have received, we would like to be able to speak to you about it to give us the opportunity to put it right. This could relate to the mortgage or protection advice that you have received, the mortgage process or any other part of our service. Our compliance team can be reached on 0800 170 1888. Office opening hours are Monday to Friday, 8:30am to 5:30pm.

The Compliance Officer,
Building Eight,
Watchmoor Park
GU15 3YL


In order for us to resolve your complaint as quickly as possible, please include the following information:

    • Full name;
    • Purchase/remortgage address;
    • As much information about the complaint as you can provide;
    • Any particular actions you wish us to take to resolve your complaint.

Next steps

We'll record your complaint and do all we can to resolve it as quickly as possible. We'll send you an acknowledgement letter within five business days of your complaint being received. We will also tell you when we will be able to give you a more detailed response. The Financial Conduct Authority allows us eight weeks to provide a response, but we will aim to resolve your complaint much earlier than this.

If you're still not happy

If we cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service. Further information is available from their website;