Complaints Procedure

Mortgages Etc Ltd is committed to providing a high standard of service to all our clients. However, if at any time you are dissatisfied with any aspect of our service, we would like to hear from you so that we can address your concerns promptly and fairly.

How to Make a Complaint

You can contact us using any of the following methods:

By Post:
Mortgages Etc Ltd
The Granary
50 Barton Road
Worsley
Manchester
M28 2EB

By Telephone:
0161 728 6677

By Email:
bhav@mortgages-etc.co.uk

To help us investigate your complaint efficiently, please provide:

Your full name and contact details

Details of your complaint

The date(s) the issue occurred

Any relevant documentation or correspondence

Upon receiving your complaint, we will:

Acknowledge your complaint promptly.

Investigate the matter thoroughly and fairly.

Keep you informed of our progress where appropriate.

Provide a final written response explaining the outcome of our investigation.

We aim to resolve complaints as quickly as possible. Where we are unable to provide a final response immediately, we will keep you updated regarding the progress of our investigation.

Financial Ombudsman Service

If you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint and it has not been resolved, you may be entitled to refer your complaint to the Financial Ombudsman Service free of charge.

The Financial Ombudsman Service is an independent organisation established to resolve disputes between consumers and financial services firms.

Contact Details

Financial Ombudsman Service

Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

Telephone (from mobile): 0300 123 9123

Website: https://www.financial-ombudsman.org.uk

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

You must normally refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.

FCA Authorisation

Mortgages Etc Ltd is authorised and regulated by the Financial Conduct Authority.

Firm Reference Number (FRN): 445967

You can check our details on the Financial Services Register at: https://register.fca.org.uk

Our Commitment

We view complaints as an opportunity to improve our services. All complaints are treated seriously, investigated fairly, and handled in accordance with the Financial Conduct Authority's complaint handling rules.

We are committed to delivering good customer outcomes and maintaining the highest standards of professionalism and integrity.