Complaints Procedure

At Mortgage Local, we aim to provide all our clients with a high level of service. However, if something has gone wrong and you wish to make a complaint, please let us know as soon as possible so we can put things right.

How to Contact Us

You can raise your complaint by any of the following methods:

• Email: contact@mortgagelocal.co.uk
• Telephone: 0151 928 6778 or 07495 753 484
• Post: Mortgage Local, Craig Adams Mortgages and Protection: 1G, Burlington House, Crosby Rd N, Waterloo, Liverpool L22 0LG

What Happens Next

1. Acknowledgement
   We will acknowledge your complaint promptly, usually within five business days of receipt.
2. Investigation
   Your complaint will be investigated by a suitably senior member of staff who was not directly involved in the matter. We may contact you for further information to help us fully understand your concerns.
3. Final Response
   We aim to send a final written response within eight weeks of receiving your complaint. This response will explain our findings and any action we intend to take.
   
   If we are unable to provide a final response within eight weeks, we will write to explain why and let you know when you can expect our final reply.

If You Remain Dissatisfied

If you are not satisfied with our response, or if eight weeks have passed since we received your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service.

Contact details:
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

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

Availability

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request.

The Financial Conduct Authority does not regulate some forms of Buy to Let Mortgages, some forms of Bridging Loans and some forms of Commercial Lending.