Call: 01628 507477
A complaint can be made via any reasonable means, including letter, telephone, email, and in person.
It is the firm’s policy to treat all complaints, whether regulated or not, according to the Complaints Procedures.
Receiving a complaint
All complaints, whether oral or written and made by or on behalf of a customer, will be referred immediately to the person responsible for handling complaints. This is usually the Compliance Director
Any oral or written statement made by a client, which might be considered as a complaint will be referred to the Compliance Director so that it can be determined as to whether is a complaint or not.
Acknowledging a complaint
The Compliance Director will acknowledge the complaint promptly in writing.
In all cases, the written acknowledgement will set out (his/her) understanding of the complaint and will invite the complainant to contact (him/her) if their understanding is incorrect.
The acknowledgment letter will outline the result of the investigation if this has been completed.
If the investigation has not been completed, the acknowledgement letter will confirm that the firm will: -
Investigating a complaint
Any investigation conducted will be fair, consistent, and will be dealt with promptly.
The Compliance Director will investigate all complaints and may, where appropriate, consult the adviser / member of staff whose actions or omissions gave rise to the complaint issue(s) raised.
If the Compliance Director is subject to the complaint, the investigation will then be conducted by The Managing Director.
The investigation will include:
If remedial action and/or redress is to be offered, the type of remedial action and the level of redress will be fair and appropriate.
Resolving a complaint
Following the completion of the investigation, the Compliance Director will issue a written “Final Response Letter” to the complainant.
The Final Response letter will be fair, clear and not misleading and will provide the complainant with:
A copy of the FOS’s standard explanatory leaflet will be issued with the Final Response letter, unless provided earlier.
If the firm receives confirmation from the complainant that they are satisfied with the findings and outcome of the investigation and/or the redress being offered, the complaint will be considered to be closed by the Compliance Director
Where no confirmation has been received from the complainant within 8 weeks of the firms Final Response, the complaint will also be considered closed. However, under the concept of “Treating Customers Fairly,” should the complainant contact the firm after 8 weeks, we will review any further correspondence accordingly.
Keeping a complainant informed
We will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint.
Any progress updates will include:
We will work towards completing our investigation into a complaint within eight weeks of its receipt.
In the event that we have been unable to conclude our investigation within the eight week period, we will write to you, informing you of the reasons for the delay and that if he/she is not satisfied with our progress, he/she may refer the matter to the FOS. A copy of the FOS’s standard explanatory leaflet will have been issues with or before the week 8 response letter.
Financial Ombudsman Service
If a complaint is referred to the FOS, the firm will fully co-operate with them and comply promptly with any settlement and awards made by it.
The firm agrees to be bound by any awards made by the Ombudsman.
The firm undertakes to pay promptly the fees levied by the FOS.
Referring a complaint to another firm
If a complaint is received whereby the firm has reasonable grounds to be satisfied that another firm/provider/lender is solely or jointly responsible for the issue(s) raised, the case will be referred promptly, in a durable medium, to that firm.
The firm will also inform the complainant promptly of the referral and provide them with the other firms/providers/lenders contact details.
If the firm is responsible on a joint basis, we will investigate those issue(s) in line with our normal procedures.
Record Keeping
An entry of each complaint received will be made within the firms Complaints Register, which will be maintained at all times.
The firm will retain a record of each complaint received for at least 3 years from the date the
complaint is received.
Your home may be repossessed if you do not keep up repayments on your mortgage.
There will be no fee for Mortgage Advice. There may be a fee for arranging a mortgage. The precise amount will depend upon your circumstances, but we estimate it to be between £399 and £599.
Mortgage Required Ltd, Finance House, 5 Bath Road, Maidenhead, SL6 4AQ is authorised and regulated by the Financial Conduct Authority reference 573718 at www.fca.org.uk.
The Financial Ombudsman Service is an agency for arbitrating on unresolved complaints between regulated firms and their clients. More detail can be found on their website: www.financial-ombudsman.org.uk
Call: 01628 507477