How to make a complaint

Molo’s complaints process explained

Our goal is to ensure that your mortgage experience exceeds expectations. If you encounter any issues or believe that we may have made a mistake, please don’t hesitate to inform us. We are committed to making things right and addressing any concerns you may have.

You can contact us by one of the following: 

Letter: Complaints Department 


84 Ecclestone Square 





We will try and resolve your complaint as soon as possible. 


If we are unable to resolve your complaint within the initial three working days, we will formally acknowledge your complaint in writing. This acknowledgement will include details such as the assigned complaint specialist, our understanding of your complaint and it will give you the opportunity to provide any additional information or documents. 


We may contact you during the investigation to request for additional information, this allows us to reach the right decision. 


If your complaint cannot be resolved within 4 weeks, we will send you a holding letter explaining the delay and providing next steps.

A final response will be sent to you within 8 weeks, although we will aim to get this to you sooner. 


Further details regarding the timing and procedure for handling complaints will be outlined in our complaints procedures, which you will receive upon acknowledgment of your complaint.