We understand that sometimes things can go wrong, or we may not get things right 100% of the time.

If you find yourself in this situation, we are keen to hear from you so that we can try and put things right as quickly as possible.

How can I complain?

If you need to contact us and to raise a complaint, you can do so by using our complaints form, alternatively, you can contact us by email, phone or letter using the contact information below.

Email: complaints@fleetmortgages.co.uk

Telephone: 01252 916800

By Post: Complaints, Fleet Mortgages Ltd, Flagship House, Reading Road North, Fleet, Hampshire, GU51 4WP

Opening Times: Monday to Friday – 9am until 5pm

You may want to nominate a third party to raise the complaint on your behalf. However, we will need your authority to enable us to discuss your account with them.

You should also be aware that:

• We will never charge you to investigate your complaint, it will be as if you raised the complaint yourself
• We’re not liable for any fees you need to pay for a third party’s services
• If we make a redress payment in respect of your complaint, this will be made directly to you

To help us investigate and resolve your complaint, please make sure you include:

• Your name, address and account details
• A description of your complaint and how you have been affected
• Your desired resolution
• A contact number (or other preferred method of contact) and a convenient time to contact you
   

How will we handle your complaint?

When you raise a complaint, we will try our best to deal with it as promptly as possible.

All complaints raised will be handled by our Complaints Team who are not involved in any operational activities and therefore can review your concern independently.

If your complaint is resolved within 3 business days, and you have accepted the resolution, we will confirm you have raised a complaint and it has been resolved in writing. This is called a Summary Resolution and will not detail a full and formal investigation but will provide you with your rights should you decide to escalate the matter further.

If your complaint cannot be resolved within the first 3 business days, or it looks like it is going to require a formal investigation, we will acknowledge your complaint within 5 business days. This acknowledgement will be in writing to your preferred contact address whether this is by email or post.

On rare occasions, a complaint may take longer than 20 working days to investigate, in which case we will write to you and confirm the status of the investigation and the next steps.

If we’ve been unable to resolve your complaint within eight weeks, or you are not satisfied with our final response, you can refer the matter to the Financial Ombudsman Service (FOS).

The FOS is an independent organisation, which helps to resolve complaints that customers and financial institutions haven’t been able to resolve themselves.

The contact information of the FOS is:

Email: complaint.info@financial-ombudsman.org.uk

Telephone: 0800 023 4 567 (free from a landline but charges may apply from a mobile)

Telephone: 0300 123 9 123 (charged at the same rate as 01 or 02 numbers from a mobile)

Telephone: +44 20 7964 0500 (for calls from outside the UK)

By Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

Website: www.financial-ombudsman.org.uk

For further information on how the Financial Ombudsman are there to support you, please see the link Our consumer leaflet: ‘Want to take your complaint further?’ (financial-ombudsman.org.uk)