Here to listen

Complaints

If something has gone wrong, tell us. We’ll listen to your concerns, look into what happened and explain what comes next.

Email complianceHow the process works

How to make a complaint

You can raise a complaint by email, telephone or post. Please tell us what went wrong and how it has affected you, so we can investigate and work towards a fair outcome.

What to include

  • Your name, address and preferred contact details.
  • The adviser or representative you dealt with.
  • Any relevant account, application or policy reference.
  • What happened, when it happened and how you were affected.
  • What you would like us to do to put things right.

If you do not have all these details, you can still contact us.

What happens next

We aim to resolve complaints as quickly as possible and will keep you informed while we investigate.

01

We receive your complaint

We review the concerns you have raised. If we cannot resolve your complaint within three business days after receiving it, we will acknowledge it in writing.

02

If we can resolve it quickly

If your complaint is resolved within those three business days, we will send you written confirmation, called a summary resolution communication, with information about the Financial Ombudsman Service.

03

If we need more time

We will investigate, keep you updated and contact you if we need further information. We will explain the reasons for any delay.

04

Our final response

We will explain our findings, decision and any action we propose. We aim to send this within eight weeks. If we cannot, we will explain why, when to expect a response and any right you have to contact the Ombudsman.

If you are unhappy with the outcome

If you are not satisfied with our final response, or eight weeks have passed since you made your complaint, you may be able to refer it to the Financial Ombudsman Service. It is an independent service that resolves complaints between consumers and financial businesses, free of charge.

Referring your complaint

You normally need to contact the Ombudsman within six months of the date of our final response. Our response will explain your referral rights and any applicable time limits.

The Ombudsman will check whether your complaint is one it can consider. You can read its guidance on time limits or contact it for help.

Need help raising your concern?

If you need a different way to communicate, tell us when you get in touch so we can discuss how to help. You can email Compliance@mortgagelane.com or call +44 333 231 8206.

For information about how we handle your personal information, see our privacy policy.

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