Making a Complaint

At The Right Mortgage we have a procedure designed to deal with your complaint. In particular, we wish to ensure that it is handled efficiently and fairly, and resolved as soon as reasonably possible.

Should you be dissatisfied with the response you receive, you also have the opportunity of further recourse via the Financial Ombudsman Service, whose details are provided below.

Receipt of complaint

It is first worthy of mention which complaints fall under the complaints procedures.

The Financial Conduct Authority allows for complaints that are able to be resolved by the close of business on the third working day to be dealt with in a somewhat simplified manner. Therefore their rules regarding timescales and complaints forwarding do not apply; however, the complaints resolution rules still apply.

Should your complaint be dealt with in line with this ‘three day rule’, there is no obligation for your acceptance of the resolution to be in writing; however, we will respond to you providing a ‘summary resolution communication’ that will refer to the following:

• Nature of the complaint
• That the complaint has now been resolved
• You may be entitled to approach the Financial Ombudsman Service should you subsequently be dissatisfied with the outcome
• Whether or not you are prepared to waive the resolution time limits
• The details of the address for the Financial Ombudsman Service
• The ability to obtain further information

Complaints procedure

As already mentioned, it is our goal to deal with the complaint as speedily as possible. Therefore, if we are able to resolve the matter and are in a position to provide a final response within 5 business days of receipt of your complaint, we will write to you to both acknowledge the complaint and provide our final written response.

Where we anticipate the resolution of your complaint taking in excess of five business days, we will first write to you acknowledging your complaint (within five business days). We will also use this opportunity to outline our complaints process and provide details regarding your potential recourse via the ombudsman.

Skill, care and diligence

At The Right Mortgage we pride ourselves on the quality of our staff and our advisers. We therefore genuinely hope that you do not have cause for complaint; however, please be reassured that should you need to complain, your complaint will be handled by someone who has many years of financial services experience and has the necessary training and skill to do so fairly, quickly and impartially.

All complaints are shared with the board of directors so that all outcomes and learning points are considered and subsequent training can be undertaken.