Your Rights

Our number one 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 or the service you received please contact us by the following methods:

Post:
The Complaints Department
Mortgage Force (UK) Ltd
Chestnut House, 65a Friar Gate, Derby DE1 1DJ

Email: complaints@mortgageforce.co.uk

Phone: 01332 900 789

If your complaint cannot be resolved straightaway, 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 documentation.

   – We will investigate your concerns and respond to you with our findings within eight weeks. If it takes longer to investigate complex situations, we will keep you informed as sometime we have to gather information from third parties, who may take a long time to respond to us.

The Financial Ombudsman Service

If you are dissatisfied with our response, you can ask the Financial Ombudsman Service to

undertake an independent review free of charge, but you must do so within six months of the date of our final response letter informing you of the outcome of our investigation.

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 and we’ll do all we can to help.

The FOS is also only able to consider certain categories of complaint, for example complaints about Buy to Let mortgages, commercial and development finance that 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:

    – Raising your concerns about a situation that happened more than six years ago, and

    – You are 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: http://www.financial-ombudsman.org.uk or alternatively,

Post: 
The Financial Ombudsman Service
Exchange Tower, London E14 9S 

Phone: 0800 023 4567 or 0300 123 9123

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

Alternative Dispute Resolution (ADR) Directive

The ADR directive is European law, which 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 Directive in addition to its role as an Ombudsman Service.

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

Any complaints received by the FOS under this directive will be sent to our firm first so that we have an opportunity to resolve your concerns with us and will be treated in the same way as those received through existing means.