Complaints

Customer satisfaction is our priority

Our firm’s priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about your adviser or the service you received from our firm please contact us.

Post: Compliance Department (Complaints), Mortgage Force (UK) Ltd, Chestnut House, 65a Friar Gate, Derby, Derbyshire, DE1 1DJ.
Email: complaints@mortgageforce.co.uk
Phone: 01332 900 789

We may record and monitor calls. If your complaint cannot be resolved straight away, we will:

• Acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or additional documents.
• After investigating your concerns we will respond as quickly as possible and, if no decision has been reached, we will update you on progress after 8 weeks.

The Financial Ombudsman Service

If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of the firm’s final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first. We do our best to resolve complaints.

The FOS is also only able to consider certain categories of complaint — for example, complaints about Buy-to-Let mortgages, which are not regulated by the Financial Conduct Authority, will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

• What you’re complaining about happened more than six years ago, and
• You’re complaining more than three years after you realised (or should have realised) that there was a problem.

If your complaint was made outside of these time limits — which is a matter for the Ombudsman to decide — the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: financial-ombudsman.org.uk. Other contact points are:

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Alternative Dispute Resolution (ADR)

Alternative Dispute Resolution means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for financial services in the UK and will provide a complaint-handling service under the ADR, in addition to its role as an Ombudsman Service.

Our firm has decided to continue dealing with customers’ complaints when they are received, rather than pass the responsibility to the FOS under the ADR. This does not affect customers’ statutory rights of referral to the FOS as outlined above.

Any complaints received via the ADR will be forwarded to the FOS and then to our firm. Complaints received by this method will be treated in the same way as those received through existing means and your rights are unaffected.