Complaints Mortgage Search are an appointed representative of PRIMIS
Mortgage Network, a trading name of Primis and is authorised and regulated by
the Financial Conduct Authority.
We are
committed to providing a professional service to all our customers.
If you
are unhappy then we want to hear about it so we can try to put things right.
With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means
including telephone, letter, or email.
Our contact information:
·
Write to: Ian Howarth, Mortgage Search 48
Cookson Street Blackpool Lancs FY1 3EA
·
Telephone: 01253-293400
·
Email: ianhowarth@e-mortgageserach.com
If you prefer, you can also refer your complaint to
PRIMIS directly using the following contact details:
·
Write to – PRIMIS Mortgage Network,
Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT.
·
Telephone: 0121 767 1139
·
Email:complaints.solihull@primis.co.uk
You can also complain via their website:
·
https://www.primis.co.uk/privacy-notices/complaints
The same section of the website contains more
information about PRIMIS’ role in complaints handling and about how Appointed
Representative relationships work.
How
we will handle your complaints
Simplified Complaints
We will use this process if:
·
your complaint is about a simple matter -
that we can look into and solve quickly and easily; and
·
you direct it to us (rather than directly
to PRIMIS Mortgage Network) in the first instance.
We will investigate your complaint and aim to resolve
it within three business days following the date of receipt. If you are happy
to accept our proposed resolution, we will send you written confirmation of our
investigation.
If you cannot confirm acceptance by the end of the third
working day (for example – because you are not happy with our proposed response
or if you are not available to discuss it with us) then the case will be
referred to PRIMIS Mortgage Network. It will then be handled in line with the
Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to
be resolved quickly then we will usually refer it to PRIMIS straight away
Formal Complaints
The formal complaints process will be used where:
·
we can’t resolve your complaint to your satisfaction
within 3 working days: or
·
your complaint is likely to involve more
complex assessment or investigations; or
·
you send your complaint directly to
PRIMIS Mortgage Network rather than to us in the first instance; or
·
you ask us to deal with your complaint in
this way rather than via a simplified process.
Upon receipt PRIMIS will
acknowledge your complaint promptly and will investigate it fairly and
impartially. They will write to you within 8 weeks to confirm the outcome of
their investigation.
In the unlikely event
that their investigation is not complete within eight weeks of receipt of your
complaint they will write to you to explain why and let you know when you can
expect to hear from them. They will also provide details of how to contact the
Financial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following PRIMIS’ investigation you are still not
happy with the outcome you have a statutory right to refer your complaint to
the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service
(FOS) within six months from the date that you received a final response to
your complaint.
You can contact the service using the following
details:
Telephone0800 023 4567
Email:complaint.info@financial-ombudsman.org.uk
You can also visit their
website and refer complaints to them online by visiting.
https://www.financial-ombudsman.org.uk
Let us know if you need any extra help or
support.
We are committed to providing a complaints service
that is accessible to all our customers.
If you will have any difficulties with any elements
of the process that is outlined above, or if there are circumstances that might
mean we need to change the way in which we handle your complaint then please
let us know when you tell us about your complaint.