How to Make a Complaint
Mortgage Broker Oxford / Mortgage Intelligence / Mortgage Next and FYB Networks treat all complaints seriously and we aim to deal with all complaints quickly, objectively and fairly.
Contact Us
You can send us your complaint by any of the following methods:
| compliance@experiencemi.co.uk | |
| Telephone | 0345 130 7446, option 6 (Compliance) |
| In writing | Complaints Department, Mortgage Intelligence, 4th Floor, Roddis House, 12 Old Christchurch Road, Bournemouth, Dorset, BH1 1LG |
Our Timescales
As soon as we have received your complaint, we will try to respond to you as quickly as possible — ideally, where the facts and outcome are clear, within 3 working days.
If we cannot fully establish the facts within 3 working days, we will write to confirm we've received your complaint, our understanding of it, and the timescales for our investigation. We will conduct a full investigation and give you a full, accurate and fair response, asking you for as much information as you can provide about what's gone wrong. We will also confirm the name of your Complaint Handler, who you can contact at any point with questions or concerns.
- Within 3 working days: Response where facts and outcome are clear.
- Within 4 weeks: If unresolved, the Complaints Handler will contact you with a progress update.
- Within 8 weeks: If still unresolved, the Complaints Handler will contact you again to explain why, and will continue investigating as quickly as possible.
How We Will Update You With Our Final Decision
Once the Complaints Handler has fully completed their investigation, they will send you a final response letter by secure e-mail (unless you've asked to be contacted a different way). The letter will confirm our understanding of your complaint, explain the investigation in detail, and confirm the outcome along with the reasons for our conclusion.
If You Are Unhappy With Our Decision
If you're not happy with the outcome of our investigation, you can send your complaint to the Financial Ombudsman Service — a free, independent, and easy-to-use service that settles complaints between consumers and financial services businesses. The Ombudsman will carry out a completely independent review and decide whether we made the correct decision.
Find out more at: www.financial-ombudsman.org.uk
Financial Ombudsman Service — Contact Details
| complaint.info@financial-ombudsman.org.uk | |
| Telephone | 0800 023 4567 |
| In writing | Financial Ombudsman Service, Exchange Tower, London, E14 9SR |