Complaints
Complaints procedure
We always aim to provide an excellent service, but if something has gone wrong we want to know so we can put it right.
Fresh Finance Group Ltd is an appointed representative of PRIMIS Mortgage Network, a trading name of Personal Touch Financial Services Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA).
How to make a complaint
You may submit a complaint directly to us or to our network, PRIMIS Mortgage Network.
Fresh Finance Group Ltd
PRIMIS Mortgage Network (alternative)
Our complaints process
Simplified complaints
For straightforward matters, we aim to resolve your complaint within three business days of receipt. If it remains unresolved by day three, your case will escalate to PRIMIS for formal handling.
Formal complaints
Used for more complex issues, or when a simplified resolution is not possible. PRIMIS will investigate and write to you within 8 weeks to confirm the outcome.
Accessibility support
We are committed to adjusting our procedures as needed for customers who require additional assistance. Please let us know if you need any support.
Financial Ombudsman Service
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service free of charge. You normally need to do so within 6 months of receiving our final response.
Phone: 0800 023 4567