How to make a complaint

Our aim is to make the experience of getting a mortgage the best it can be. However, if you feel we’ve got things wrong in any way, please tell us and we’ll do all we can to make amends.

Timings

If your complaint cannot be resolved straight away, we will;

Acknowledge receipt in writing, confirming our understanding of your complaint, who’ll be handling it and giving you the opportunity to provide any further information or documents.

After investigating your complaint, we’ll aim to provide a final response with a full explanation of the findings within 8 weeks. If we’re unable to provide a final response within this time, we’ll provide you with a written response explaining our position, and setting out next steps and your right to refer to the Financial Ombudsman.

If you’re unhappy with the outcome or think we’ve missed something, please let us know.

If you’re still not satisfied, 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 our full written 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.