Our Complaints Procedure

For Mortgages: Mortgage Bureau Complaints Procedure 

If your Mortgage Service complaint is not dealt with to your satisfaction or we do not issue you with a Final Response within eight weeks, you may refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service provides a free and independent service for consumers, and can be contacted at:

The Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square


E14 9SR

Phone: 0800 0234 567 (calls to this number are now free on mobile phones and landlines)
Phone: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers)