We Will Use This Process If:
We Will Investigate Your Complaint And Aim To Resolve It Within Three Business Days Following The Date Of Receipt. If You Are Happy To Accept Our Proposed Resolution, We Will Send You Written Confirmation Of Our Investigation.
If You Cannot Confirm Acceptance By The End Of The Third Working Day (For Example – Because You Are Not Happy With Our Proposed Response Or If You Are Not Available To Discuss It With Us) Then The Case Will Be Referred To PRIMIS Mortgage Network. It Will Then Be Handled In Line With The Formal Complaint Process Outlined in the next column.
The Formal Complaints Process Will Be Used Where:
Upon Receipt PRIMIS Will Acknowledge Your Complaint Promptly And Will Investigate It Fairly And
Impartially. They Will Write To You Within 8 Weeks To Confirm The Outcome Of Their Investigation. In The Unlikely Event That Their Investigation Is Not Complete Within Eight Weeks Of Receipt Of Your Complaint They Will Write To You To Explain Why And Let You Know When You Can Expect To Hear From Them. They Will Also Provide Details Of How To Contact The Financial Ombudsman Service If You Are Not Satisfied With Progress.
If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service.
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
Telephone 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting.
https://www.financial-ombudsman.org.uk/
We are committed to providing a complaints service that is accessible to all our customers.
If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.
We are committed to providing a professional service to all our customers.
If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.
