Complaints Procedure

1st UK Money is committed to providing excellent customer service and treating its customers fairly. It recognises that sometimes things can go wrong, meaning you may need to make a complaint.

All complaints are investigated fairly and thoroughly so that we can resolve your issue and, where we have made a mistake, for us to learn from your complaint.

How do I complain?

If you ever have to complain to us, you should contact:

Complaints Officer
1st UK Money

329-339 Putney Bridge Road

Putney

London

SW15 2PG

UK

or by phone: 0203 129 30 81
or by email: enquiry@1stukmortgages.co.uk

Do I have to make the complaint in writing?

No. We are happy to accept complaints by telephone on the above number. Please make it clear that you are registering a complaint and make a note of the name of the person you spoke to and the date on which you rang.

What happens next?

(a) We will acknowledge your complaint promptly and, in any event, within five working days of receiving it. If you have not heard from us in that time, please check first to see that we have received your complaint.

b) We will investigate your complaint fairly, impartially and thoroughly.

c) If we cannot provide you with a full response to your complaint within four weeks, we will send you a letter explaining how we are progressing with our investigation.

d) After we investigate your complaint, we will write to you to explain the outcome of the investigation.

How long will the investigation take?

We will investigate your complaint as quickly as possible. We will aim to complete our investigation within eight weeks of receiving the complaint, and you will always receive our final response in this timeframe.

If we cannot conclude then, we will tell you why and refer you to the Financial Ombudsman Service.

What happens at the end of the investigation?

We will send you a final letter, which will either uphold your complaint and explain how we plan to resolve it or reject it.

What if I am not satisfied with your decision?

If you are not happy with our decision or with the way we have conducted our investigations, you are entitled to refer your complaint to the Financial Ombudsman Service.

Their contact details are as follows:

Telephone: 0300 123 9 123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Post:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Please note that we are not covered by the Financial Services Compensation Scheme, which means you are not entitled to compensation from the scheme if we cannot meet our obligations.