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Your Concerns Matter

Understanding Our Complaint Process

We value your feedback and strive for transparency in our services. If you have any concerns, our dedicated team is here to assist you. We aim to address every complaint promptly to ensure your experience is as smooth as possible.

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Understanding Our Complaints Procedure

At our firm, we take your concerns seriously. Our complaints procedure guarantees that your feedback is heard and addressed promptly. This commitment reflects our dedication to resolving issues efficiently and transparently, ensuring you feel supported throughout your experience with us.

Step 1: Reach Out

Begin by contacting us with your concerns. We’re here to listen and gather necessary details to understand your situation better.

Step 2: Review Details

We will review the information you provided and explore the options available. Our goal is to find the best path forward.

Step 3: Follow Up

We will keep you updated throughout the process. Your satisfaction is important to us, and we’ll ensure you understand each step.

Your Solutions Start Here

Get in Touch

If you have any concerns or need assistance, please reach out to us. We’re here to help you navigate your options smoothly.

Email Us

For any inquiries or feedback, don’t hesitate to reach out. We value your communication and strive to respond promptly.

[email protected]

Call Us

Feel free to give us a call if you prefer speaking to one of our advisors. We are ready to assist you.

07581294335

Visit Us

We welcome you to visit our office for in-person consultations and guidance. Your satisfaction is our priority.

International House,

10 Churchill Way,

Cardiff,

CF10 2HE

Common Questions

Here are answers to some frequently asked questions regarding our complaints procedure.

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: International House, 10 Churchill Way, Cardiff, CF10 2HE
  • ​Telephone: 07581294335

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, 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.

If, following our 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:

The duration of the complaint process can vary depending on the complexity of the complaint. 

You can make a complaint by any reasonable means including telephone, letter, or email. Our contact information: 

  • Write to: International House, 10 Churchill Way, Cardiff, CF10 2HE
  • ​Telephone: 07581294335

 

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.

We Value Your Feedback

Your opinions are important to us. Please share your thoughts on our complaints process to help us improve and better serve you.

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