Complaints Procedure
How to raise an issue, and exactly how we will resolve it.
Our Commitment To You
At Simply Mortgages (NW) Ltd, our priority is to provide an exceptional level of service. However, we recognise that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you have received, we want you to tell us so we can put it right.
As a firm authorised by the Financial Conduct Authority (FRN: 831644), we have integrated a formal, transparent complaints procedure designed to resolve your issues quickly and fairly.
How to Complain
You can raise a complaint with us verbally or in writing. Our preferred method is via email, as it creates a clear timeline and record of your concerns.
- In Writing: Compliance Manager, Simply Mortgages (NW) Ltd, Meadow View, Moss Lane, Catforth, PR4 0HU.
- By Email: steven@simplymortgagesnw.co.uk
- By Phone: 01772 217 917
What Happens Next?
Within 3 Business Days
If we can resolve your complaint within three working days following receipt, we will send you a Summary Resolution Communication. This will confirm the complaint is considered resolved and inform you of your right to refer the matter to the Financial Ombudsman Service (FOS) if you later change your mind.
Over 3 Business Days
If your complaint is more complex and requires further investigation, we will aim to resolve it as quickly as possible. In this scenario, we will:
- Send a written Acknowledgement Letter within 5 working days outlining how we will handle your case.
- Update you continuously on our progress.
- Gather facts, review files, and speak to the relevant advisors regarding the advice given.
- Send you our Final Response Letter no later than eight weeks from the date you complained. This letter will detail our findings, our conclusion, and whether your complaint was upheld, alongside any offer of redress.
The Financial Ombudsman Service (FOS)
If you are not satisfied with our Final Response, or if eight weeks have passed and we have not yet issued a Final Response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The FOS is an independent and impartial service for resolving disputes between consumers and financial businesses. Their service is completely free to consumers.
You must contact them within six months of the date of our Final Response Letter.
- Website: www.financial-ombudsman.org.uk
- Email: complaint.info@financial-ombudsman.org.uk
- Phone: 0800 023 4567 or 0300 123 9123
- Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.