Our Commitment To You

At My Mortgage Specialist Ltd each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. For any minor issues we will do our best to resolve these immediately. If there is anything you are not happy with you should speak to your advisor in the first instance who should be able to rectify the problem.

If for any reason you are still unhappy and you wish to register a formal complaint, you can do so in one of the following three ways:

By Writing: Complaints Officer, Finance Advice Group Ltd, Chatsworth House, Prime Business Centre, Raynesway, Derby, DE21 7SR.
By Email: complaints@financeadvicegroup.co.uk
By Phone: Call 01332 821 340

Once Finance Advice Group Ltd are in receipt of your complaint they will deal with it promptly, effectively and in a positive manner.

Finance Advice Group Ltd Complaints Procedure

1) They will acknowledge your complaint within 5 working days of receipt of your complaint.

2) They will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If they are unable to provide you with a final response within this time they will send you an update.

3) They will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If they are unable to provide you with a final response within this time frame, they will write to you explaining why and advise you when you can expect a final response.

4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can refer your complaint to the Financial Ombudsman Service.

By Writing: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
By Phone: 0300 123 9 123
By Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman within 6 months of the date of our final response letter.