Complaints Procedure

IF YOU NEED TO MAKE A COMPLAINT

The team here at the mortgage hub want you to be completely happy with the service you receive. If you do feel dissatisfied, then please let us know and we will do our very best to resolve the issue as quickly and fairly as possible.

IF YOUR COMPLAINT IS ABOUT THE SERVICE YOU RECEIVED FROM THE MORTGAGE HUB

To make a complaint about the service you have received from the mortgage hub firstly please call us on 01698 200050

Our helpful staff will do their best to resolve your complaint as quickly as possible. However, if you are not completely satisfied, please ask to speak to one of our Directors.

Alternatively, you can email us at info@mortgagehub.co.uk

Our goal is to resolve all complaints within 3 working days of receipt. If this is not possible, we will acknowledge your complaint within a maximum of 5 working days. We will try to send a final response within 4 weeks of receipt of your complaint but if we are unable to do this within this time we will send you an update and endeavour to send a final response within 8 weeks.

If you have not received a final response within 8 weeks or are still unhappy with our final written response, you can refer your complaint to the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

The Ombudsman will require a completed form, which can be accessed via their website at www.financial-ombudsman.org.uk

Alternatively, they can help you complete the form by taking your details over the phone on 0800 023 4567.

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 the date of this letter.

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. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Referral to the Ombudsman does not affect your right to take legal action.

If you purchased one of our products online, you can also make a complaint via the Online Dispute Resolution (ODR) platform at: http://ec.europa.eu/odr

IF YOUR COMPLAINT IS ABOUT YOUR INSURER OR LENDER

Your insurer/lender has its own complaints procedure, a copy of which will be provided on request.

If you are still not satisfied after receiving a response from your insurer, they will advise you of the next appropriate authority to contact.

If you make a complaint, it does not affect your right to take legal action.